Service Desk Engineer

Job Description

We are recruiting for a Service Desk Engineer to join a growing IT services team based in Waterlooville. This role sits at the heart of the service delivery function, providing first-line technical support and ensuring customers receive a structured, reliable and professional IT support experience. This is an excellent opportunity for someone with 1–3 years’ experience working in an MSP or structured IT service desk environment, who is comfortable working within SLA-driven support environments and managing ticket queues.

As Service Desk Engineer, you will act as a primary point of contact for IT incidents and service requests, delivering clear, calm and professional support to users. You will diagnose first-line technical issues, follow established support processes and escalate complex issues where required. The role requires someone who can prioritise effectively, think clearly about impact and urgency, and maintain strong communication with customers throughout the support lifecycle.

Key Responsibilities

• Provide first-line IT support for incidents and service requests via phone, email and ticketing systems
• Diagnose and resolve common technical issues, escalating more complex problems where required
• Manage and prioritise ticket queues within an SLA-driven service environment
• Maintain accurate records of incidents, resolutions and support activity within the service desk system
• Communicate clearly with users throughout the lifecycle of support requests
• Support user account management and joiner/mover/leaver processes
• Follow structured service desk procedures and contribute to continuous service improvement

Skills & Experience

• 1–3 years’ experience in an IT Service Desk or Helpdesk role
• Experience working within an MSP or structured IT services environment
• Experience managing ticket queues and SLA-based support environments
• Good working knowledge of Microsoft 365 administration and troubleshooting
• Strong customer service and communication skills
• Experience using IT ticketing systems
• Exposure to ITIL or structured IT service management frameworks - desirable
• Calm and structured when handling incidents or customer queries
• Strong at prioritisation and managing multiple tickets effectively
• Customer-focused with a professional communication style
• Comfortable escalating issues when appropriate

Salary & Benefits

• £28,000 salary
• Hybrid working – 3 days office / 2 days home
• Company pension
• Private healthcare
• Life assurance
• Generous holiday allowance
• Employee Assistance Programme
• Volunteer days
• On-site parking
• Professional training and development opportunities