L1 Service Desk Engineer

About the role

The L1 Service Desk Engineer is responsible for first‑line incident and request resolution for clients, ensuring that services are restored quickly and that every interaction leaves the client better informed and satisfied.

Key responsibilities

• Resolve incidents and service requests within the documented L1 scope, applying sound technical judgement and effective troubleshooting.
• Own tickets end‑to‑end, ensuring they are either resolved or escalated with complete technical and business context.
• Communicate clearly with clients across all channels, translating technical details into understandable language and setting realistic expectations.
• Prioritise work, coordinate with peers, and maintain healthy queue management.
• Execute incident and request handling in line with ITIL‑based service management processes.
• Escalate issues promptly when they exceed L1 scope, providing full context to downstream teams.
• Maintain accurate documentation, classification, and compliance with security and audit requirements.
• Contribute to knowledge‑base articles and continuous service improvement initiatives.

Required profile

• Strong troubleshooting ability and sound technical judgement.
• Excellent written and verbal communication skills.
• Customer‑focused mindset with the ability to work under pressure.
• Understanding of ITIL service management principles.
• Team‑oriented attitude and willingness to support peers.

Required skills

• ITIL