1st Line Service Desk Engineer / IT Support Analyst

1 Line Service Desk Engineer / IT Support Analyst | Salary: £28k + excellent benefits package + Training and career development opportunities | Hybrid working Caerphilly area. There is a requirement to work on-call as part of a rota (paid).

A growing Managed Services Provider is looking for a motivated and customer-focused 1st Line Service Desk Engineer / IT Support Analyst to join its expanding support team in South Wales.

This opportunity would suit candidates currently working as a Service Desk Analyst, IT Support Analyst, 1st Line Support Engineer, Helpdesk Engineer, IT Support Technician or Technical Support Analyst who are looking to further develop their technical skills within a professional and supportive managed services environment.

You’ll be joining a collaborative service desk team responsible for providing front-line technical support to a wide range of customers across both public and private sector organisations.

The role offers excellent progression opportunities for someone looking to build a long-term career within IT support and managed services, with exposure to Microsoft technologies, customer environments and ongoing technical development.

Key Responsibilities:

• Provide 1st line technical support via phone, email and remote support tools


• Log, manage and resolve incidents and service requests efficiently


• Troubleshoot hardware, software and desktop-related issues


• Support Microsoft Office, Outlook and Windows operating systems


• Escalate more complex technical issues where appropriate


• Maintain accurate ticket updates, documentation and customer communication


• Deliver excellent customer service throughout the support process


• Assist with user account administration and basic system support


• Contribute to knowledge sharing and continuous improvement within the team


• Work collaboratively with 2nd and 3rd line support engineers

Skills & Experience Required:

• Previous experience within an IT support, service desk, helpdesk or technical support environment


• Strong customer service and communication skills


• Good troubleshooting and problem-solving ability


• Knowledge of Windows desktop operating systems


• Experience supporting Microsoft Office applications and Outlook


• Ability to work effectively within a fast-paced support environment


• Positive attitude and willingness to learn new technologies

Desirable Experience:

• Active Directory user administration


• Microsoft 365 support exposure


• Experience using ITSM or ticketing systems


• Remote support tools experience


• Basic networking knowledge including DNS, DHCP and WiFi


• Exposure to backup, antivirus or virtualisation technologies


• MSP or managed services experience

This role would suit candidates currently working as a Service Desk Analyst, Helpdesk Engineer, 1st Line Support Engineer, IT Support Technician, Technical Support Analyst or IT Support Administrator who are looking to continue developing their career within a growing and technology-focused managed services environment.

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