Service Desk Technician (L1) – IT & Telecoms

About the role

Join a fast‑growing managed services team as a first‑line Service Desk Technician. You will be the initial point of contact for IT and telecom support requests, delivering prompt and professional assistance to a diverse client base.

Key responsibilities

• Receive and log support requests via phone, email and ticketing system.
• Prioritise and manage tickets in line with service level agreements.
• Troubleshoot common Windows, Microsoft 365 and hosted telephony issues.
• Escalate complex incidents to second‑line support with clear handover notes.
• Provide regular updates to clients and maintain accurate ticket documentation.
• Assist with new user setups and basic device configuration.
• Contribute to internal knowledge bases and promote cyber‑security best practices.
• Participate in out‑of‑hours or on‑call support as required.

Required profile

• Customer‑first mindset with strong communication skills.
• Experience in IT support and customer service.
• Basic understanding of Windows operating systems, Microsoft 365 and hosted telephony.
• Genuine interest in IT, networking and telecoms with a desire to progress.
• Good organisational and time‑management abilities.
• Proactive, problem‑solving attitude.
• Full UK driving licence preferred.

Required skills

• Windows operating systems
• Microsoft 365
• Hosted telephony platforms