IT Service Desk Engineer; 1st Line Support

Full-time | Permanent | Up to £28,500

We're looking for a customer-focused IT Service Desk Engineer to join our growing IT team in Norwich. As the first point of contact for IT support, you'll play a key role in keeping our colleagues connected and productive. You'll provide friendly, effective technical support, take ownership of issues from first contact through to resolution and help deliver a responsive, reliable IT service that enables the business to operate at its best.

For over 50 years, Evander has been a trusted provider of residential and commercial glazing solutions across the UK. Working with some of the UK's largest insurers, retailers, facilities management companies, social housing providers and property owners, we deliver expert glazing services whenever and wherever they're needed. Operating 24/7, 365 days a year, we're known for our fast response, technical expertise and commitment to exceptional customer service.

From our Central Operations Centre in Norwich and our nationwide network of service centres and engineers, we work together to deliver outstanding service every day.

• Deliver outstanding customer service across all IT support interactions
• Provide 1st line (and some 2nd line) technical support via phone, email, and service desk
• Troubleshoot hardware, software, and system issues across PCs, laptops, and mobile devices
• Manage user accounts, permissions, and access (Active Directory)
• Install, configure and maintain IT equipment
• Take ownership of support tickets from start to resolution within SLA targets
• Escalate complex issues where required
• Identify trends and contribute to continuous improvement and self-service solutions
• Build strong working relationships with users and stakeholders

• Experience in a customer-focused IT support or service desk role
• Strong knowledge of Windows OS and Microsoft Office / 365
• Familiarity with Active Directory and basic networking concepts
• Excellent communication skills (phone, email, face-to-face)
• Ability to prioritise and manage multiple requests effectively
• Strong problem-solving skills and a proactive approach

• Passionate about delivering exceptional customer service
• Empathetic, approachable, and able to build rapport quickly
• Resilient and calm under pressure
• Detail-oriented with a strong work ethic
• A team player with a willingness to learn and grow

• Clear career development and progression opportunities
• Supportive, collaborative team environment
• Opportunity to shape and improve IT processes
• Ongoing training and development
• Competitive benefits package
• 2x Life Assurance
• Medical Cash Health Plan (Dentistry / Optometry / Prescriptions)
• Health Services (EAP / Physio / Private Appointments / Online GP)