1st Line Service Desk Engineer

Service Desk Engineer (1st Line Support)

Nottingham (Hybrid) - with travel to Birmingham (1 day per week)
Up to £28,000

SF are exclusively working with a Nottingham-based client who is looking to add a Service Desk Engineer to their growing IT team. This is a fantastic opportunity for someone with strong 1st line support experience.

This role is primarily office based but will require travel to a Birmingham city centre office once a week to provide onsite, desk-side support to end users.

The Role
-You'll be responsible for providing first-line technical support, managing incidents and service requests, and ensuring a smooth end-user experience across devices, systems, and meeting room technology.
-You'll also support onsite users in Birmingham, ensuring meeting rooms, hot desks and shared spaces are fully operational, and that spare equipment stock is properly maintained.

Key Responsibilities
-Managing incidents and service requests in line with ITIL best practice
-Ensuring all tickets are handled within agreed SLAs
-Providing clear, professional communication to end users throughout the resolution process
-Delivering desk-side support and aiming for first-time fixes where possible
-Escalating more complex issues to internal teams or third parties when required
-Maintaining and contributing to the service desk knowledge base
-Supporting meeting room tech and end-user hardware onsite

What We're Looking For
-Previous experience in a 1st Line / Service Desk role
-Strong troubleshooting skills across macOS, iOS, Windows 10 & 11
-Experience with Microsoft 365 (Exchange Online, Teams, SharePoint)
-Active Directory knowledge
-Experience with Jamf (Pro or School) is highly desirable

You'll Also Be
-Customer-focused with a professional and friendly approach
-Organised and able to manage multiple tickets under pressure
-Detail-oriented with a strong diagnostic mindset
-Proactive and able to work independently as well as part of a team

This is a great opportunity for someone looking to build on their 1st line experience within a supportive, professional environment that offers exposure to both remote and onsite support.

If you're interested, please apply with your latest CV or get in touch for more information.