1st line help desk Doncaster, on site Full time, Permanent. £24,000 - £28,000 (DOE) 4 day working week As a 1st Line Help Desk Engineer, you will be the first point of contact for customers experiencing IT, telephony, security or network issues. You will provide friendly, efficient support, resolve or escalate incidents, maintain high standards of customer service, and help ensure our clients IT systems stay up and running. Benefits 4-day workweek with alternating Mondays/Fridays off Enhanced maternity and paternity Free on-site parking Casual dress Sick pay Access to SmartHealth Regular team events and social gatherings As a 1st line help desk engineer, you will be responsible for: Receive, triage, log and manage support calls, emails and tickets via our Help Desk portal. Provide first-line diagnostics and resolution of user issues (hardware, software, telephony, connectivity). Assist customers with set up and configure PCs, laptops, mobile devices, printers, peripherals. Create and maintain user accounts, permissions and access in systems. Handle password resets, user on/off-boarding, software installs, updates and patching. Escalate unresolved or complex issues to 2nd Line or relevant teams with full documentation and context. Meet agreed Service Level Agreements (SLAs) for response and resolution times. Maintain clear and accurate ticket records, status updates and handovers. Provide excellent customer service, communicate clearly, and manage stakeholder ..... full job details .....