Summary: The 1st Line Service Desk Engineer will serve as the initial point of contact for IT support, providing technical assistance and customer service to users. This role involves troubleshooting various technical issues, logging incidents, and ensuring effective communication with users and support teams. The position is a 2-month contract based in London, requiring immediate availability. The engineer will also contribute to the improvement of service desk processes.

Key Responsibilities:

• Act as the first point of contact for all IT support queries via phone, email, or ticketing system.
• Troubleshoot and resolve 1st line technical issues, such as login problems, software errors, and hardware malfunctions.
• Escalate unresolved issues to 2nd or 3rd line support teams as necessary, ensuring smooth handover.
• Log, prioritize, and track incidents and service requests in the ticketing system, ensuring timely resolution.
• Provide guidance and support to users on basic IT processes, software applications, and hardware.
• Assist in the setup, configuration, and maintenance of end-user devices such as laptops, desktops, and mobile devices.
• Maintain accurate documentation of issues, resolutions, and procedures.
• Contribute to the development and improvement of service desk processes and knowledge bases.

Key Skills:

• Proven experience in a 1st line IT support or similar role.
• Strong knowledge of Windows/Mac operating systems and Microsoft Office 365 Suite.
• Familiarity with IT service management tools and ticketing systems (eg, ServiceNow, Jira).
• Basic networking knowledge (eg, TCP/IP, DNS, VPN).
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and attention to detail.
• Customer-focused attitude with a commitment to providing high-quality service.

Salary (Rate): £160

City: London

Country: UK

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT