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1st Line Service Desk Engineer

1st Line Service Desk Engineer
Up to £23,000
08-09-2021 01:48 PM

1st Line Service Desk Engineer


Up to £23,000



About the Client:

  • Our client, specialists in the Fire and Security industry, are seeking a hardworking and passionate 1st Line Service Desk Engineer based around the Gloucester area to join their team on a permanent basis.


The Role:

  • To always provide excellent and effective customer service.
  • Provide 1st line support for incoming service requests, utilising the service desk ticketing system.
  • Take ownership of support requests, ensuring they are resolved and ensure customers are always communicated to.
  • Answer incoming telephone calls, tickets and emails and provide first point of contact as well as escalations to all GBE Converge customers.
  • Visit client sites where necessary to resolve issues, often at short notice
  • Correctly log and update tickets with the required information relating to support requests.
  • Contribute to the creation, development and review of procedures and policies within the IT department.
  • Manage and maintain the end point monitoring platform daily.
  • Log support tickets for all issues flagged, including 24/7 and daily checks.
  • Notify the service desk coordinator of reoccurring outages.
  • Raise hardware failures as critical P1 priority.
  • Raise outages as critical P1 priority.
  • Ensure correct ticket information is always maintained.
  • Manage own ticket queue and work schedule in an efficient manner.
  • Provide general administration and scheduling tasks for the service desk coordinator.
  • Ensure accurate timesheets are maintained at all times.


Qualities Required:


  • Experience working in an IT support environment covering several different technical areas.
  • English Language (written and verbal) to a GCSE level or equivalent.
  • Sound, demonstrable communication skills; written, over the phone and face to face’
  • At least 1 formal IT qualification at entry level or above. i.e: GCSE ICT, CompTIA,
  • Microsoft certification, BTEC or similar.
  • Excellent customer service skills gained through previous experience.
  • Experience in troubleshooting Microsoft environments.
  • Working knowledge of windows server 2003/2008/2012/2016.
  • Working knowledge of windows 7/8/10.
  • Working knowledge of Office 365, and previous Office versions.
  • Working knowledge of Exchange server 2003/2007/2010/2013/2016 or365.
  • Working knowledge of major networking components, networking operating systems and basic configuration and maintenance.
  • Comfortable working within a team or on own initiative.


  • Backup configuration and maintenance experience.
  • Experience of completing daily system checks, servers, backups and firewalls.
  • Experience of documenting processes and procedures.
  • Hands on knowledge of the procedures used in the installation modification maintenance and repair of IT hardware and software.
  • Willingness to learn new skills in a fast paced environment.