Working within a Managed Service Provider (MSP) environment, you will support multiple external clients, ensuring issues are resolved efficiently or escalated appropriately in line with service level agreements (SLAs).
Act as the first point of contact via phone, email, and ticketing system
Log, categorise, and prioritise incidents and service requests
Communicate clearly with users, providing updates and managing expectations
Deliver excellent customer service and maintain strong client relationship
Perform initial diagnostics and troubleshooting on common issues
Resolve first-line queries relating to:
Windows OS and basic server environments
Microsoft 365 (Email, Teams, SharePoint, OneDrive)
Hardware (laptops, desktops, printers)
Basic networking issues (Wi-Fi, connectivity)
Guide users through step-by-step fixes where appropriate
Carry out routine tasks such as password resets and user account support
Ensure all tickets are fully documented and updated in the ITSM system
Monitor and manage ticket queues to meet SLA targets
Identify recurring issues and contribute to problem management
Escalate complex or unresolved issues to 2nd/3rd line support
Previous experience in a 1st Line / Service Desk role (MSP preferred)
Strong customer service and communication skills
Basic knowledge of:
Windows 10/11
Microsoft 365
Active Directory (user management)
Good troubleshooting and problem-solving ability
Ability to prioritise workload and work under pressure
Ideally
Experience working within an MSP environment
Knowledge of networking fundamentals (DNS, DHCP, TCP/IP)
Exposure to cloud platforms (Azure / M365)
Industry certifications (CompTIA, Microsoft)
Please make sure that your location and phone number are included in your application
Salary description
£28000.00 - £30000.00 per year