1st Line Service Desk Engineer - Enterprise

About the role

Air IT Group is looking for a 1st Line Service Desk Engineer to join its enterprise service desk team in Milton Keynes. This is a hands-on role supporting strategic customers across a range of IT services, handling incoming requests and incidents, triaging issues, providing first-line resolution and escalating when necessary. The employer states the position is permanent and full-time.

Key responsibilities

• Be the first point of contact for strategic customers, logging and managing tickets end-to-end through the service desk process
• Triage incoming incidents and service requests, capturing the right information and categorising problems accurately
• Provide first-line diagnosis and resolution for common IT issues such as desktop/laptop, connectivity, account access and software queries
• Escalate complex cases to 2nd line or other teams with clear notes and supporting evidence
• Follow documentation and standard operating procedures to ensure consistency and compliance
• Keep users informed of progress and next steps, and identify trends and repeat issues to improve service quality
• Maintain accurate ticket documentation and capture knowledge articles for future resolution

Required profile

• Experience in a service desk, IT support or helpdesk environment, or comparable practical experience
• Confidence troubleshooting everyday workplace technology such as Windows devices, common applications, email and collaboration tools
• Good communication skills, especially with frustrated users
• Methodical problem-solving, attention to detail and a customer-first attitude

Required skills

• Working understanding of Microsoft 365, for example user access, basic tenant/admin tasks and Outlook/Teams issues
• Knowledge of ticketing systems

What we offer

• 25 days annual leave plus a celebration day and annual leave purchase scheme
• Paid volunteering days and enhanced family leave
• Virtual GP, Employee Assistance Programme, eye care vouchers, group life assurance and income protection
• Reward Gateway shopping discounts and cashback, stakeholder pension scheme and recognition platform
• Optional benefits: EV car scheme, cycle to work and technology vouchers
• Training investment, professional qualifications and development opportunities