Act as the first point of contact for incoming support requests via phone, email and ticketing system
Log, categorise and prioritise support tickets accurately
Provide 1st line technical support for common IT and telecoms issues
Perform initial diagnostics and triage
Escalate more complex issues to 2nd line support where required, providing clear and detailed handover notes
Maintain regular communication with clients, providing updates on progress
Ensure all tickets are updated with clear, concise notes and resolutions
Follow internal processes and service level agreements (SLAs)
Assist with client end-user changes and service improvements
Contribute to maintaining internal documentation and knowledge base articles
Identify recurring issues and flag them to senior team members
Adhere to and promote cyber security best practices
Participate in out-of-hours or on-call support where required, in line with company policy

We're looking for a reliable, motivated and customer-focused Service Desk Technician (Level 1 / 1st Line / Tier 1) to join a growing team.
Previous experience in a customer service or IT support role (helpdesk and/or MSP experience desirable but not essential)
Foundational understanding of IT systems and environments (Windows OS, Microsoft 365)
Basic understanding of VoIP, hosted telephony, SIP, and broadband connectivity
Strong communication skills, both written and verbal
A friendly, professional, and customer-first approach
Strong organisational skills with the ability to manage multiple tasks
Willingness to learn, develop and continuously improve technical and service skills
A proactive attitude with a desire to problem solve
Basic understanding of networking concepts (desirable but not essential)

20 days of annual leave plus Bank Holidays
On-site parking
Regular company events to support team connection and culture
Professional development opportunities including training, certifications and career progression

2 Msp Limited jobs in England & Wales