1st Line Service Desk Engineer

1st Line Service Desk Engineer (Abingdon)

Do you enjoy being the first point of contact for customers when technology isn’t playing nicely? Are you the sort of person who calms things down, asks the right questions, and helps users get back to work quickly? If so, we’d love to hear from you.

As a 1st Line Service Desk Engineer at Air IT Group, you’ll be at the centre of our customer experience—logging incidents and service requests, triaging issues, troubleshooting with confidence, and escalating cases when needed. This role is ideal if you’re early in your IT journey (or already comfortable in a service desk environment) and you want to grow your skills in a supportive, professional environment.

What you’ll be doing

Every day is different in the service desk, and you’ll be responsible for delivering a smooth, responsive experience for users across the UK. Your work will help set the tone for “technology made simple”.

• Provide first-line support to end users by phone, email, and/or ticketing system—working through problems with clarity and patience.
• Log, categorise, and prioritise incidents and service requests accurately, ensuring the right information is captured from the start.
• Triage and troubleshoot using standard processes, knowledge base articles, and your growing technical toolkit.
• Escalate effectively when required, sharing relevant context so higher-level teams can resolve issues faster.
• Maintain high customer service throughout—keeping users informed, setting expectations, and aiming for resolution first time where possible.
• Support routine requests such as password resets, account access queries, device support, and basic configuration checks.
• Contribute to continuous improvement by updating knowledge base documentation, suggesting fixes to common issues, and helping improve our service workflows.
• Meet service desk targets for response times, ticket quality, and customer satisfaction—without losing sight of what matters: people.

Who you are

We’re looking for someone who combines good technical problem-solving with excellent communication. You don’t need to know everything on day one—what matters is your approach, your willingness to learn, and your drive to deliver.

• Experience in a service desk / helpdesk environment (or strong hands-on learning from an IT support role, placement, or personal projects).
• Confidence using a ticketing system and prioritising work based on impact and urgency.
• A practical understanding of Windows and common user issues (accounts, access, troubleshooting basics).
• Good working knowledge of Office 365 / Microsoft 365 at user level (e.g., password resets, access permissions, basic troubleshooting).
• You communicate clearly with non-technical users—friendly, calm, and solution-focused.
• You take ownership: you don’t “pass the problem on” without context, and you follow through until the next step is clear.
• You’re motivated to learn, ask questions, and build towards additional qualifications over time.

What success looks like in this role

In your first weeks and months, you’ll settle into the rhythm of the desk and develop a strong understanding of our customers, processes, and technologies. Success means:

• Tickets are logged accurately with enough detail for efficient resolution and escalation.
• You demonstrate consistent troubleshooting and good judgment when deciding next steps.
• Customers feel supported—regular updates, professional communication, and respectful handling of urgency.
• You actively contribute to knowledge base improvements, reducing repeat issues for everyone.

Development you can genuinely build on

This is a role designed for growth. We’ll help you strengthen the fundamentals of IT support and service desk practice, and we’ll support your next step with technical training and ongoing learning. Whether you’re aiming to deepen your Microsoft knowledge, sharpen your troubleshooting skills, or work towards professional qualifications, you’ll have a clear path to progress.

Life at Air (and beyond the tickets)

We believe great support is more than fixing issues—it’s also about the culture behind the scenes. You’ll join a welcoming community where colleagues share ideas, look out for each other, and celebrate wins. You’ll also get the opportunity to get involved in regular social events and inclusive activities that help build connections across the business.

The Benefits

Joining Air IT Group means unlocking a world of perks and opportunities, including:

Time Off & Life Balance

• 25 days Annual Leave + 1 Celebration Day
• Annual Leave Purchase Scheme
• Paid Volunteering Days
• Enhanced Family Leave

Health & Wellbeing

• Virtual GP (24/7 access for you & family)
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance & Income Protection

Financial & Lifestyle Perks

• Reward Gateway shopping discounts and cashback
• Stakeholder Pension Scheme
• Recognition Platform (with monetary rewards)
• Mortgage Advice Services

Optional Benefits (Opt‑In)

• EV Car Scheme
• Cycle to Work
• Technology Vouchers

Additional Highlights

• Development:  We invest in technical training, professional qualifications, and ongoing development opportunities to help you build your skills and achieve your goals.
• Life at Air: Beyond your role, you’ll be part of a welcoming and active employee community, with regular social events, inclusive activities, and celebrations that bring colleagues together and make Air a great place to work.

Ready to be the calm in the chaos?

If you’re excited by the idea of helping people solve real-world IT issues, learning from experienced colleagues, and building a rewarding career in managed services, this could be your next step.

Apply for the 1st Line Service Desk Engineer role based in Abingdon and show us how you work best: one ticket, one conversation, and one successful resolution at a time.

No Agencies Please

Air IT Group manages recruitment directly for the majority of our vacancies. While we work with a select group of approved partners when needed, we kindly ask that agencies do not contact us regarding this role or submit unsolicited CVs. Any CVs submitted without a prior agreement will not be considered, and no fees will be payable. Should we require agency support, we will reach out directly.