> Markdown version of [/jobs/ext/1200331-it-engineer-1st-line-london](https://www.wearedevelopers.com/jobs/ext/1200331-it-engineer-1st-line-london). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Engineer 1st line - London - **Company:** Jisc - **Location:** UK (Remote available) - **Salary:** £28,600.0 - **Contract:** Permanent contract - **Skills:** Software as a Service, Remote Service Software, Service Design, Software Engineering, HR Software, Information Technology, User Accounts - **Published:** July 8, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=ee5dd35fc9a3ce70 ## About the Role We're looking for someone who brings a strong customer focused approach and a genuine interest in developing their IT expertise. You'll ideally have: Level A - Essential * Experience working in a customer facing environment * An understanding of a range of end-user devices and operating systems Level B - Desirable * Deeper experience across all Level A requirements * Proven delivery of 10+ tasks from the key deliverables for this role * Hands on experience installing and configuring IT software and hardware * Experience delivering high-quality, ITIL aligned services via a service desk * Practical experience using an ITSM (IT Service Management) system * Experience working with electronic record management systems, such as: * HR systems * Asset management systems * SaaS administration portals * Experience providing IT support both in person and remotely * Experience maintaining and operating video conferencing equipment * Ability to deliver the remaining tasks outlined in the key deliverables section * Understanding of core networking concepts, including firewalls, routers, and switches ## Description We're looking for a motivated and customer focused individual to provide first line IT support through our shared Workplace IT service desk. As the first point of contact, you'll play a key role in: * Delivering exceptional customer service to internal users and external visitors * Providing initial IT fault diagnosis and troubleshooting * Supporting installation, configuration, and maintenance of IT and video conferencing equipment * Contributing across the full ITIL lifecycle-from Service Design to Continuous Improvement What you'll be doing: As an IT Service Desk Analyst, you'll play a vital role in delivering high-quality first line support and keeping our technology services running smoothly. In this role, you will: * Manage and triage all incoming tickets through our IT Service Management (ITSM) platform * Accurately identify, categorise, prioritise, diagnose, and manage Incidents and Service Requests * Communicate clearly and professionally with users at every stage of their request or incident * Provide coordination support across technical and administrative tasks to ensure service delivery * Help diagnose and resolve first line IT incidents and service requests * Learn and develop toward becoming a first-class IT Engineer through training, documentation, and hands on experience * Build strong analytical skills to assess performance, understand user needs, and recommend solutions * Deliver excellent customer service, always putting the user experience first * Provide support in person, via email, and over the phone, including remote support tools * Escalate issues to team members or other departments when required * Maintain IT user accounts in line with access control and account management policies * Support and maintain video conference technologies * Install and configure software and hardware in compliance with technical standards * Contribute to the development and upkeep of our IT technical knowledge base ## Related Videos - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Your next 10x engineer isn't in your city. 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