L1 Service Desk Engineer

About the role

We are looking for a motivated L1 Service Desk Engineer to join our IT support team. The role involves delivering first‑line technical assistance to end‑users, troubleshooting incidents and contributing to the improvement of first‑time fix rates. You will work in a customer‑facing environment and apply ITIL best‑practice processes.

Key responsibilities

• Provide direct user support for IT applications and services as the first point of contact.
• Diagnose and resolve incidents, performing fault finding to restore service quickly.
• Document incidents accurately and gather additional information from customers when needed.
• Contribute to improving first‑time fix ratios by analysing recurring issues.
• Follow ITIL V4 processes for incident, request and problem handling.

Required profile

• Eligibility to hold a Security Clearance (SC) where applicable.
• ITIL V4 certification is desirable; training in ITIL V4 preferred.
• Proven experience in an IT/Application Support helpdesk environment.
• Strong communication skills, able to interact with users of varying technical levels.
• Excellent organisational, time‑management and prioritisation abilities.
• Ability to work independently, take initiative and collaborate within a team.
• Fluent written and spoken English.

Required skills

• ITIL V4