Overview

Join to apply for the 1st Line Service Desk Engineer role at Kerv.

Kerv is a next-generation, customer-first, digital and cloud-first provider, designed to help businesses achieve success in the digital era. Having grown through acquisition and reached a significant investment milestone, Kerv is now focused on future growth. This is an exciting time to join the marketing team as we expand our brand, strengthen our digital capabilities, and scale up our marketing efforts.

Responsibilities

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

• Work closely with other Service Desk team members to ensure seamless service delivery.
• Participate in team meetings and contribute to continuous improvement initiatives.

Qualifications

Technical Skills

• Proficiency in Windows (desktop and server) and Mac OS environments.
• Experience with Microsoft Office 365 and other common business applications including Intune, Autopilot and SharePoint.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Familiarity with remote support tools and ticketing systems.
• Knowledge of AVD and Citrix virtual desktops platforms
• Printers and peripherals
• Cloud backup technologies

Soft Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work under pressure and manage multiple tasks simultaneously.

Experience

• Previous experience in a similar IT support role, preferably within an MSP environment.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

Work Locations

• The position is based in Central London and operates in a hybrid work arrangement, including client site visits.
• Occasional out-of-hours work may be required to support client needs.
• Travel to client locations in and around London will be necessary to provide on-site support as required.

What We Offer

• Competitive Salary
• Hybrid working
• 37.5 hours work week
• 25 days holiday per year (pro-rata)
• Health insurance, Sick Pay, Pension Plan and other benefits

Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting