1st Line Service Desk Engineer

About Us

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.

All about You

We are seeking a proactive and customer-focused 1st Line IT Service Desk Engineer to join our dynamic team. The successful candidate will be the first point of contact for all IT-related issues and requests providing efficient and effective support to our clients. This role requires excellent problem-solving skills a strong technical background and the ability to communicate effectively with clients and team members. A key aspect of this role is maintaining a positive customer experience and building strong relationships with clients. whilst maintaining accurate records of support requests.

Your Part to play

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.

All About You

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.

You will live the Kerv values

Do The Right Thing

Build Future

Think Customer First

Team Is Everything

Spread Good Vibes

At Kerv were building something special and were building it to last. We want everybody to feel valued included and love working together. With an uncompromising pursuit of amazing employee experience we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity equality and belonging through collaboration and creating exceptional solutions together.

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