1st Line Service Desk Engineer

Please note: Hybrid working role will require regular office / site attendance in Central London (2-3 days a week) and some on-call from time to time. 

About Kerv Connected Cloud

You’ll be part of the Network Security/Service Desk Operations team at Kerv Connected Cloud. 
The Connected Cloud team brings together deep expertise in cloud, networking and managed services to help organisations modernise and run their infrastructure with confidence. From data centres to branch networks and cloud platforms, we design secure, automated environments that are built to scale. It’s all about creating resilient foundations that keep businesses connected, supported and ready for what’s next. 

All about You

We are seeking a proactive and customer-focused 1st Line IT Service Desk Engineer to join our dynamic team. The successful candidate will be the first point of contact for all IT-related issues and requests, providing efficient and effective support to our clients. This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with clients and team members. A key aspect of this role is maintaining a positive customer experience and building strong relationships with clients, whilst maintaining accurate records of support requests.

The Role

Incident Management:

• Log, categorise, and prioritise incidents and service requests received via phone, email, or ticketing system.
• Provide first-line investigation and diagnosis, resolving incidents where possible in line with the SLA.
• Escalate complex or unresolved issues to the senior support teams as necessary.
• Follow documented procedures and knowledge base articles to ensure consistent service delivery.

Customer Support:

• Deliver exceptional customer service, ensuring clients are kept informed of progress and resolution timescales.
• Assist clients with hardware and software issues, including troubleshooting and configuration.

System Monitoring:

• Monitor client systems, identifying and addressing potential issues before they impact service.

Documentation:

• Maintain accurate records of incidents, service requests, and changes within the ticketing system.
• Create and update technical documentation and knowledge base articles.

Collaboration: