1St Line Service Desk Engineer

Do you enjoy being the first point of contact for customers when technology isn’t playing nicely? Are you the sort of person who calms things down, asks the right questions, and helps users get back to work quickly? If so, we’d love to hear from you.

As a 1st Line Service Desk Engineer at Air IT Group
, you’ll be at the centre of our customer experience—logging incidents and service requests, triaging issues, troubleshooting with confidence, and escalating cases when needed. This role is ideal if you’re early in your IT journey (or already comfortable in a service desk environment) and you want to grow your skills in a supportive, professional environment.

Every day is different in the service desk, and you’ll be responsible for delivering a smooth, responsive experience for users across the UK. Your work will help set the tone for “technology made simple”.

• Provide first-line support to end users by phone, email, and/or ticketing system—working through problems with clarity and patience.
• Log, categorise, and prioritise incidents and service requests accurately, ensuring the right information is captured from the start.
• Triage and troubleshoot using standard processes, knowledge base articles, and your growing technical toolkit.
• Escalate effectively when required, sharing relevant context so higher-level teams can resolve issues faster.
• Maintain high customer service throughout—keeping users informed, setting expectations, and aiming for resolution first time where possible.
• Support routine requests such as password resets, account access queries, device support, and basic configuration checks.
• Contribute to continuous improvement by updating knowledge base documentation, suggesting fixes to common issues, and helping improve our service workflows.
• Meet service desk targets for response times, ticket quality, and customer satisfaction—without losing sight of what matters: people.

We’re looking for someone who combines good technical problem-solving with excellent communication. You don’t need to know everything on day one—what matters is your approach, your willingness to learn, and your drive to deliver.

• Experience in a service desk / helpdesk environment (or strong hands‑on learning from an IT support role, placement, or personal projects).
• Confidence using a ticketing system and prioritising work based on impact and urgency.
• A practical understanding of Windows and common user issues (accounts, access, troubleshooting basics).
• Good working knowledge of Office 365 / Microsoft 365 at user level (e.g., password resets, access permissions, basic troubleshooting).
• You communicate clearly with non‑technical users—friendly, calm, and solution‑focused.
• You take ownership: you don’t “pass the problem on” without context, and you follow through until the next step is clear.
• You’re motivated to learn, ask questions, and build towards additional qualifications over time.

In your first weeks and months, you’ll settle into the rhythm of the desk and develop a strong understanding of our customers, processes, and technologies. Success means:

• Tickets are logged accurately with enough detail for efficient resolution and escalation.
• You demonstrate consistent troubleshooting and good judgment when deciding next steps.
• Customers feel supported—regular updates, professional communication, and respectful handling of urgency.
• You actively contribute to knowledge base improvements, reducing repeat issues for everyone.

This is a role designed for growth. We’ll help you strengthen the fundamentals of IT support and service desk practice, and we’ll support your next step with…