1st Line Service Desk Agent

We're working with an established technology business that is looking for a 1st Line Service Desk Agent to join its IT support team. This is a great opportunity for an IT support professional who enjoys being the first point of contact for users, solving technical problems and providing a high standard of customer service. You'll work across a varied technical environment, with exposure to Microsoft Azure, Microsoft 365, networking and servers, while working closely with the wider Service Desk team. What you'll be doing

• Providing 1st Line support for a range of hardware, software and network-related issues
• Logging, managing and prioritising incidents and service requests through the service desk system
• Troubleshooting issues and resolving them where possible, escalating more complex problems to 2nd Line Support
• Supporting the deployment and configuration of end-user devices and applications
• Maintaining accurate documentation around support processes, procedures and resolutions
• Keeping users informed throughout the support process and ensuring a positive customer experience
• Working closely with the Service Desk Management and 2nd Line Support teams What we're looking for You'll ideally have:
• Previous experience working in a Service Desk or IT Support role, preferably within an MSP environment
• Good knowledge of Azure, networking and servers
• Experience troubleshooting a range of IT-related issues
• Strong written and verbal communication skills
• A customer-focused approach and demonstrable service desk experience
• Strong problem-solving and organisational skills
• Excellent attention to detail and the ability to prioritise competing requests
• A strong sense of ownership and accountability
• Good commercial awareness and an understanding of client requirements Certifications Essential:
• AZ-900 – Microsoft Azure Fundamentals
• MS-900 – Microsoft 365 Fundamentals Desirable:
• SC-900 – Microsoft Security, Compliance and Identity Fundamentals Interested? Apply now or get in touch with our team to find out more.