Desktop Support Engineer L1

We are seeking a proactive and customer-focused Service Desk Agent to join our Service Desk team, supporting UK and international customers across Server and Storage, IT infrastructure, Telephony, and Data Networking services.

You will act as the first point of contact for customer requests, taking full ownership of hardware-related incidents throughout the entire ticket lifecycle - from initial logging and triage through to escalation, parts coordination, scheduling, resolution, and closure. The role involves close collaboration with internal technical teams, suppliers, and field engineers to ensure faults are resolved right first time and within agreed Service Level Agreements (SLAs).

This is a fast-paced, operational role requiring strong organisational skills, a calm and analytical approach to problem-solving, and a commitment to delivering an exceptional customer experience. As our service portfolio continues to evolve, you will need to demonstrate flexibility, adaptability, and a genuine enthusiasm for learning new technologies and processes.

The role operates on a shift basis between 9:00am and 5:30pm, covering core office hours. You must be comfortable working as part of a team and independently, using initiative, following defined processes, and communicating effectively with customers and stakeholders.

To support your success, comprehensive training will be provided at our Leicestershire headquarters for approximately 2-4 weeks until you are fully competent with Cameo’s ticketing systems, tools, and processes., You will take end-to-end ownership of service desk tickets, ensuring timely resolution, clear communication, and adherence to contractual obligations. Responsibilities include, but are not limited to:

• Logging, tracking, prioritising, and documenting incidents and service requests received via phone and email.
• Performing initial triage and troubleshooting, escalating complex issues to 2nd/3rd line engineers or Cisco TAC where appropriate.
• Managing hardware break-fix cases from start to finish, ensuring effective coordination between customers, suppliers, engineers, and internal teams.Ordering and sourcing parts from internal warehouses or approved third-party suppliers, ensuring SLA compliance.
• Scheduling and dispatching field engineers efficiently, optimising resources based on location, skillset, urgency, and SLA.
• Coordinating engineer visits and ensuring parts availability prior to attendance.
• Proactively communicating progress updates to customers, internal teams, and management throughout the ticket lifecycle.
• Providing proof of delivery for parts-only requests and managing returns logistics.
• Raising and managing purchase orders, sales orders, and approvals for chargeable works.
• Ensuring SLAs are consistently met and following escalation procedures when risks are identified.
• Maintaining high-quality standards for customer experience, call handling, and documentation.
• Closing tickets accurately, ensuring all parts are returned, boot stock is replenished, serial numbers are updated, and records are complete.
• Supporting invoicing by approving sales orders on chargeable tickets.Identifying opportunities for continuous service improvement, highlighting process gaps, recurring issues, and efficiency improvements to Service Management.
• Building strong, professional relationships with customers, colleagues, suppliers, and other stakeholders.
• Supporting ad-hoc tasks as required by the Service Desk Team Leader or Head of Service Delivery.

During periods of low ticket volumes, you will assist other Cameo departments as required to support business needs. Full training will be provided. Tasks may include project case administration, reporting, purchase order management, stock analysis, and other operational activities.

• 1-2 years’ experience in a customer service, service desk, or support role.
• Strong analytical and problem-solving skills.Ability to work independently, make informed decisions, and recognise when escalation is required.
• Excellent customer service ethos with clear, confident verbal and written communication skills.
• Strong administrative, coordination, organisational, and prioritisation abilities.
• Ability to work under pressure and meet tight deadlines.
• Flexible, adaptable, and positive “can-do” attitude.
• Willingness to learn, develop, and embrace change.
• Commercial awareness and understanding of service delivery environments.

Desirable

• Experience or knowledge of IT hardware break-fix, server and storage environments, or data centre operations.
• Experience working with ticketing systems
• Understanding of Incident Management
• Understanding of SLAs, KPIs, and contractual service delivery.
• Experience coordinating field engineers or third-party suppliers.
• Knowledge of logistics, parts management, or supply chain processes.
• Strong attention to detail and commitment to process adherence.

Pulled from the full job description

• Company pension
• Private medical insurance
• On-site parking