1st Line Service Desk Engineer

1st Line Service Desk Engineer
Fully on site in Hoddesdon, Herts
3 Months initial contract
200 per day (Inside IR35)

My client, a consultancy, are looking for a 1st Line Service Desk Engineer to join one of their customer's fast-paced team on an initial 3 month contract.

The Service Desk Technician role is suited to a dynamic, proactive individual with a strong technical mindset and a passion for delivering first-class ICT support. You will support 2,000+ users across 100+ sites, providing troubleshooting and resolution for a wide range of technical issues.

Responsibilities will cover both hardware and software, including user devices (mobiles, tablets, laptops) and applications such as Microsoft Office 365, Windows 11, and Android operating systems, as well as hardware and network connectivity. A key part of the role is the ability to translate technical information into clear, simple language and to demonstrate a consistent customer-first approach.

• Provide prompt and effective first-line technical support via telephone and in person, aiming for high first-time resolution rates
• Deliver onsite first-line support to head office visitors for immediate IT needs
• Log all support requests accurately in the ITSM tool, keeping tickets updated daily with progress notes and next steps
• Offer comprehensive first-line technical assistance, escalating when necessary with clear and detailed handover notes
• Deliver outstanding customer service with a positive, "can-do" approach in every interaction with colleagues and suppliers
• Actively participate in team meetings, contributing ideas for continuous improvement and identifying efficiencies
• Analyse ticket trends to support problem management efforts
• Share knowledge and best practices with the team to foster collaboration and learning
• Support ICT projects and carry out additional service desk duties as required by the ICT Service Desk Manager

• Service desk or contact centre environment
• Customer-facing roles
• Active Directory: creating and maintaining users
• Knowledge of Office 365
• Knowledge of Microsoft Windows operating systems (up to Windows 11)

Experience (Desirable)

• Previous IT support role
• Document management systems
• ServiceNow
• Network experience (LAN, WAN, Mobile)

Capabilities & Personal Qualities

• Customer-first mindset
• Resilient under pressure
• Proactive and autonomous
• Level-headed
• Strong verbal and written communication skills
• Clear spoken English
• Organised
• Collaborative team player

Other requirements

• Valid driver's licence
• Within a 45-minute commute of Hoddesdon

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.