Position Overview

I am looking for a proactive and skilled Triage Engineer/IT Helpdesk to join a busy helpdesk team based in Waterlooville.

In this role, you will act as the initial point of contact for all customer queries. Your responsibilities will include responding to incoming tickets via phone and email, delivering first-line fixes where possible, escalating issues appropriately, and tracking daily tasks to ensure they are completed within agreed service levels.

Key Duties

• Serve as the first line of support for all incoming incidents and service requests.
• Carry out initial investigation and troubleshooting of software issues and system errors.
• Assess and prioritise incidents based on severity and business impact.
• Keep customers informed throughout the triage process with regular updates and clear expectations.
• Capture and document common issues and solutions to build a stronger internal knowledge base.
• Monitor performance logs and system alerts to identify and flag potential issues before they escalate.
• Escalate critical incidents promptly to management and relevant stakeholders.
• Support post-incident reviews by helping to identify root causes and suggest preventative actions.

Skills & Experience Required

• Strong customer focus and commitment to delivering a high-quality service.
• Confident, self-motivated, and able to work under pressure.
• Excellent verbal and written communication skills.
• Collaborative team player with a willingness to share knowledge.
• Keen to contribute to process improvements and service quality.
• Familiarity with ITIL processes and Cyber Essentials frameworks is an advantage.

Apply now or call Lynsey at Key Recruitment for more information