1st Line Service Desk Engineer

About the role

We are seeking a reliable, motivated and customer‑focused 1st Line Service Desk Engineer to join our growing team in Blackburn. The role is the first point of contact for clients, handling incoming support requests, diagnosing common IT and telecom issues, and ensuring tickets are logged, managed and escalated appropriately. This is a hands‑on, office‑based position that requires strong problem‑solving skills and a commitment to delivering a positive client experience.

Key responsibilities

• Act as the first point of contact for support requests via phone, email and ticketing system.
• Log, categorise and prioritise tickets accurately.
• Provide 1st line technical support for common IT and telecom issues.
• Perform initial diagnostics and triage, escalating complex cases to 2nd line with detailed handover notes.
• Maintain regular communication with clients, providing progress updates.
• Ensure all tickets contain clear notes and resolutions.
• Assist with client end‑user changes and service improvements.
• Contribute to internal documentation and knowledge‑base articles.
• Identify recurring issues and flag them to senior team members.
• Adhere to cyber‑security best practices and participate in on‑call support as required.

Required profile

• Previous experience in a customer service or IT support role (helpdesk or MSP experience desirable).
• Foundational understanding of Windows OS and Microsoft 365 environments.
• Basic knowledge of VoIP, hosted telephony, SIP and broadband connectivity.
• Strong written and verbal communication with a customer‑first attitude.
• Full UK driving licence and access to a car for occasional client site visits.

Required skills

• Windows OS
• Microsoft 365
• VoIP
• Hosted telephony
• SIP
• Broadband connectivity
• Basic networking concepts