1st Line IT Service Desk Engineer - Managed IT Services (Care Sector)

We are looking for an experienced 1st Line Service Desk Engineer to join our growing service desk, supporting a major care sector group operating a large multi-site estate across England and Scotland, alongside our wider client base. This is not a first job in IT role. We are after someone who has already done 1st line in a busy environment, knows how to work a queue properly, and can hit the ground running: quality ticket notes, accurate categorisation, time recorded, and users who put the phone down feeling looked after. The account behind this role is newly signed and growing fast, with a substantial programme of new sites being onboarded over the next year. It is a genuinely busy, varied desk with clear progression as the team grows around it. What you will be doing

• Taking incoming tickets, calls and alerts as the first point of contact for users across a large multi-site estate
• Resolving 1st line issues at first touch wherever possible: password resets, account admin, email issues, Microsoft 365 queries, printing, peripherals and general Windows troubleshooting
• Administering users in Microsoft 365: starters, leavers, licence assignment, shared mailboxes, distribution lists
• Triaging and escalating issues that need 2nd/3rd line, with proper diagnostics gathered so they do not bounce back
• Following runbooks and knowledge base articles, and flagging gaps when you find them
• Keeping ticket quality high: clear notes, correct categorisation, time recorded on everything

At least 12-18 months in a 1st line service desk role, ideally in an MSP or multi-client environment

• Solid Microsoft 365 administration basics: users, licences, Exchange Online, Teams, OneDrive
• Good Windows desktop troubleshooting instincts
• Experience working with a PSA/ticketing system and an RMM tool
• A genuinely good telephone manner: many of our users are care staff who are busy, not technical, and need patience and clarity

• Organised, reliable and comfortable in a high-volume environment Advantageous

• Experience supporting the care or health sector
• Exposure to Intune, Entra ID or basic networking
• Willingness to obtain DBS clearance (required for this client)

We are a specialist managed IT services provider focused on Microsoft 365, Azure, endpoint management and cybersecurity, working with clients in the care, healthcare and professional services sectors. Our approach is direct, technically rigorous and built around long-term client relationships rather than volume.