Service Desk Engineer L1 - 3/6 Month Contract - Outside IR35 - Hybrid, Kensington

Role Overview

Our client, is seeking a Service Desk Engineer (L1) to join an established on-site IT team providing first-line support to users across a range of technologies.

The role holder will triage contacts made to the Service Desk, troubleshooting and resolving incidents, fulfilling requests within agreed service levels, and escalating to other resolver groups and vendors where appropriate.

Initially the role will focus on services delivered to one private healthcare site, with potential to expand to other customers and sectors in future.

This is a hands-on, customer-facing role suited to someone with strong troubleshooting skills, a structured approach to ticket management, and a genuine focus on customer experience.

Key Responsibilities

• Respond to customer incidents and requests logged via email, portal, phone and walk-ups
• Resolve incidents and requests within SLA, escalating to other resolver groups and vendors where required
• Administer the problem management process
• Manage tickets for Incidents, Problems and Requests within the Service Management Tool, ensuring high quality updates
• Triage and assign tickets, including those logged automatically via email/portal
• Confirm ticket priority following initial assessment
• Check on-hold tickets daily and provide customers with progress updates
• Draft and review knowledge base articles and issue documented user guides
• Conduct customer satisfaction calls
• Support continual service improvement across the desk

What You Will Ideally Bring

• Minimum 2 years' experience in IT support
• Excellent troubleshooting skills
• Good working knowledge of Windows 7, Windows 10, Windows Server, Active Directory, Exchange
• Understanding of networking and hardware troubleshooting
• Competent PC usage skills, specifically Microsoft Office applications
• Previous experience in a technical service desk within an outsourced environment where service levels applied (desirable)
• ITIL Foundation (desirable)
• Healthcare experience (desirable)
• Professional qualification such as CompTIA A+ Core (desirable)
• Available to start immediately