1st Line IT Support Technician

Waterlooville, England, United Kingdom (Hybrid) Service Desk Engineer (1st Line) Waterlooville (Hybrid) £28,000 + Benefits Full-time Includes occasional evenings/weekends (rota) The RoleWe're working with a growing IT services provider looking to add a customer-focused Service Desk Engineer to their team. This is a front-line support role, ideal for someone with experience in a structured Service Desk environment who enjoys delivering clear, consistent support and taking ownership of tickets from start to finish. You'll play a key role in ensuring a smooth and reliable IT service for end users, working within established processes and service frameworks. What's on Offer

• Competitive salary (£28,000)
• Hybrid working
• Pension & life assurance
• Private healthcare
• Generous holiday allowance + additional leave
• Training and development opportunities
• Supportive team environment

Key Responsibilities

• Act as the first point of contact for IT support queries
• Manage and resolve 1st line incidents and service requests
• Log, categorise and update tickets accurately within the system
• Provide clear and professional communication to users throughout
• Escalate more complex issues to 2nd/3rd line teams where required
• Support user admin tasks (joiners, movers, leavers)
• Follow structured processes to maintain service consistency and quality

What We're Looking For

• Experience in a Service Desk / Helpdesk role (ideally within an MSP or IT environment)
• Good knowledge of Microsoft 365 / Windows environments
• Experience using a ticketing system
• Understanding of basic networking concepts
• Strong communication skills and a calm, structured approach to troubleshooting
• Ability to follow processes and work within defined SLAs

Desirable

• Exposure to ITIL or structured service environments
• Experience working in multi-site environments

The Right Fit

• Reliable and consistent in delivery
• Customer-focused with a professional approach
• Comfortable working within structured processes
• Confident knowing when to escalate issues