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

- **Company:** Bleckfield Ltd
- **Location:** West Byfleet, UK
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Issue Tracking Systems, Networking Basics, Windows Desktop, Peripherals, Microsoft InTune, Information Technology
- **Published:** August 6, 2026
- **Apply:** https://www.totaljobs.com/job/1st-line-service-desk-engineer/bleckfield-ltd-job107799488

## About the Role

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)

## Description

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


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