1st Line IT Support Engineer

1st Line IT Support Engineer - London - £28,000 - Hybrid Working!

Role: 1st Line IT Service Desk Analyst Location: North West London (Hybrid – 3 days onsite / 2 days remote)Salary: £28,000 (DOE)

A well-established Managed Service Provider (MSP) based in London is looking for a 1st Line Service Desk Analyst to join their growing Service Delivery team.

This is a fantastic opportunity for someone early in their IT career who enjoys solving technical problems, delivering great customer service, and developing their technical skills within a fast-paced MSP environment.

The Role

As a Service Desk Analyst, you’ll be the first point of contact for clients, supporting a wide range of users with their day-to-day IT issues. You’ll work as part of a collaborative support team, diagnosing technical problems, managing support tickets, and ensuring customers receive a high level of service.

Key Responsibilities

Act as the first point of contact for IT support requests via phone, email, and ticketing systemsTroubleshoot and resolve 1st line technical issues within agreed SLAsLog, categorise, and maintain accurate ticket updates throughout the lifecycleDeliver excellent customer service to end users and clientsManage and prioritise your own support queue, escalating where requiredLiaise with third-party vendors and technology partners when necessaryAssist with ticket triage and dispatch responsibilities when required

What They’re Looking For

Previous experience in an IT support or Service Desk roleStrong troubleshooting skills across Windows OS and Microsoft OfficeExposure to Active Directory, Group Policy, DNS, Microsoft 365 and SharePointBasic understanding of networking conceptsExperience building, configuring, and supporting Windows desktops/laptopsExcellent communication and customer-facing skillsA genuine interest in learning new technologies and progressing in IT

The client is looking to fill this opportunity immediately, so please apply ASAP or feel free to drop me an email with any questions to owen @ serlimited . com.

SER-IN