About this role
Role: 1st Line Service Desk Engineer
Location: Cheltenham (On-site during probation, hybrid thereafter)
Salary: £26,000–£30,000
Benefits: Annual bonus + strong training and certification support
Our client, a leading managed service provider, is hiring a 1st Line Service Desk Engineer to provide high-quality technical support to a diverse customer base. This role offers the opportunity to build your technical skillset in a fast-paced, supportive environment, with clear progression and ongoing development.
What you’ll do
Act as the first point of contact for IT support queries via phone, email, and ticketing systemsDiagnose and resolve 1st line issues across desktops, laptops, and user accountsEscalate more complex incidents to 2nd/3rd line teams where requiredManage and update support tickets, ensuring accurate documentationDeliver excellent customer service, keeping users informed throughout
You’ll work closely with internal technical teams and external clients to ensure issues are resolved efficiently and to a high standard.
What we’re looking for
Previous experience in a Service Desk or IT support roleStrong understanding of Windows environments and Microsoft 365Excellent communication and customer service skillsAbility to prioritise and manage multiple tickets effectivelyA proactive approach and willingness to learn
The ideal candidate will bring a positive, customer-first mindset and enjoy working in a collaborative, fast-paced MSP environment.
Why join?
Clear progression pathways within a growing organisationFunded certifications and ongoing training supportHybrid working after probationAnnual bonus and excellent benefits package
Apply now to develop your IT career within a forward-thinking and supportive team.