L1 Service Desk Engineer

The Role

The L1 Service Desk Engineer is accountable for resolving client incidents and requests at first contact wherever possible and for leaving every interaction in a better state than it was found. This includes restoring service, providing clear communication, capturing accurate records, and using or improving knowledge so issues are easier to resolve next time. The role plays a critical part in service reliability by making correct triage decisions, escalating with full context when required, and preventing avoidable rework through disciplined execution. How work is handled at L1 directly shapes client confidence, team efficiency, and downstream workload.
Key Accountabilities
Operational Service Delivery

❖ Restore client service by resolving incidents and service requests within documented L1 scope, applying sound technical judgement and effective troubleshooting to achieve timely outcomes.

❖ Own tickets end to end within L1 capability, ensuring issues are either resolved or escalated with complete technical and business context.

❖ Ensure every client interaction results in a clear understanding of what occurred, what action was taken, and what the next steps are.

❖ Contribute to consistent service performance by prioritising work appropriately, coordinating with peers, and supporting overall queue health.

❖ Deliver clear, professional communication to clients across all channels, translating technical issues into understandable language and setting realistic expectations.

❖ Achieve personal performance outcomes defined in Goals & Objectives plan, demonstrating consistent delivery against L1 standards.
Process Adherence

❖ Execute incident and request handling in line with established ITIL-based service management processes to ensure consistent, predictable service delivery.

❖ Escalate issues in a structured and timely manner when they exceed L1 scope, ensuring downstream teams are enabled rather than burdened.

❖ Support service governance by ensuring data quality, classification accuracy, and adherence to agreed workflows.

❖ Apply existing knowledge articles as the default resolution approach and improve them when gaps, inaccuracies, or better methods are identified.

❖ Maintain compliance with documentation standards, security protocols, and audit requirements, ensuring all work is recorded accurately and accessibly.
Professional Development & Continuous Improvement

❖ Participate in the CSI framework by identifying process improvements, documenting inefficiencies, and implementing approved solutions that reduce manual effort or enhance service quality.

❖ Build technical capability through structured learning, hands-on problem solving, and feedback from escalations, treating each complex issue as a development opportunity.

❖ Progress technical, professional, or leadership capability in line with agreed career pathways and role expectations.
Skills & Qualifications

❖ Proven experience (1-2 years minimum) in providing frontline technical support in IT environments, with demonstrated ability to troubleshoot common technical issues independently and communicate solutions clearly to non-technical users.

❖ Strong working knowledge of Windows 10/11 desktop environments, M365 core applications (Outlook, Teams, OneDrive, SharePoint), and basic networking concepts (TCP/IP, DNS, DHCP, connectivity troubleshooting).

❖ Familiarity with ITSM frameworks (preferably ITIL) and practical experience using ticketing systems (ServiceNow or equivalent) to manage incident lifecycles, document resolutions, and maintain service quality standards.

❖ Hands-on experience with remote support tools, Active Directory user administration (password resets, account unlocking, group membership), and basic endpoint management tasks.

❖ Demonstrated ability to learn new technologies quickly through self-directed study, hands-on experimentation, and practical application in real-world scenarios.

❖ Relevant certifications in foundatio