Location: Basingstoke
Business Unit: Services
Reporting to: Operations Manager
Package: Basic salary plus non-sales incentive
Security clearance: Security Check (SC)

Build your service desk career while supporting public and private sector customers across the UK. You will resolve a broad range of IT issues, strengthen the customer support experience, and gain the skills needed to progress into 2nd- and 3rd-Line roles.

Role Summary

As a Service Desk Engineer, you will provide responsive 1st Line support to Centerprise customers and internal colleagues. You will capture, investigate and resolve requests and incidents while contributing to service documentation and the continued development of our support model.

What you’ll do

Customer support

• Act as a first point of contact for IT requests and incidents.
• Provide clear, professional support to customers and internal colleagues.
• Gather the information needed to understand issues and agree on the appropriate next step.
• Keep users informed throughout the support process.

Incident resolution

• Diagnose and resolve 1st Line desktop, laptop, software, Microsoft Office and Outlook issues.
• Install, configure and troubleshoot software.
• Use remote support tools to investigate and resolve customer issues.
• Escalate incidents appropriately when further technical input is required.

Service delivery

• Record requests and incidents accurately.
• Prioritise work effectively and take ownership through to resolution or escalation.
• Contribute to work instructions, technical documentation and service desk processes.
• Support the continued development of Centerprise’s managed services delivery model.

Security and governance

• Follow Centerprise information security policies and report security weaknesses or incidents promptly.
• Handle customer information and systems with care and professionalism.
• Support a positive health and safety culture across the Group.

What success looks like

• Customers receive responsive, professional and helpful support.
• Common 1st Line incidents are resolved accurately and efficiently.
• Tickets contain clear information, updates and resolution details.
• Issues requiring additional expertise are escalated with the right supporting information.
• Service documentation becomes clearer and more useful for the wider team.
• Your technical knowledge develops towards 2nd and 3rd Line support.

What you’ll bring

Core experience

• Experience providing basic or 1st Line support for desktop and laptop operating systems.
• Experience installing, configuring and troubleshooting software.
• GCSE Mathematics and English at grades A–C or equivalent.
• A strong interest in developing your technical and managed services knowledge.

Technical capability

• Knowledge of Microsoft Office application support and troubleshooting.
• Knowledge of Microsoft Outlook support and troubleshooting.
• A structured approach to diagnosing routine technical problems.
• The ability to gather relevant information before resolving or escalating an issue.

Behaviours and approach

• Clear, organised communication and a professional manner.
• A customer-focused approach with the ability to build rapport quickly.
• Strong ownership and a commitment to seeing work through.
• Sound judgement when making decisions within your area of responsibility.
• The ability to focus, prioritise and work efficiently.
• Confidence to question existing approaches constructively.
• A positive attitude towards learning and continuous improvement.

Desirable

• Previous experience working on an IT service desk, including logging and resolving incidents.
• Basic networking knowledge covering wireless access points, switches, routers and firewalls.
• Experience creating and managing users and permissions in Active Directory and Exchange.
• Experience administering desktop antivirus software such as Sophos.
• Familiarity with backup and replication technologies such as Veeam, EVault, Datto or Asigra.
• An understanding of printing and unified communications systems.
• An understanding of virtualisation concepts and technologies.
• Familiarity with monitoring and alert-management tools such as PRTG.
• Experience using remote support tools such as Remote Desktop Protocol or LogMeIn.

Why join Centerprise

Centerprise is a well-established UK technology provider with over 40 years of experience delivering infrastructure, cloud, managed services and lifecycle solutions.

We combine the strength of a national organisation with the agility of a growing business, supporting public- and private-sector customers across the UK.

In this role, you will have the opportunity to:

• Support a varied customer base and build experience across a broad range of technologies.
• Join a growing Services team where your contribution can influence service delivery.
• Learn from experienced technology and business professionals.
• Develop towards 2nd and 3rd Line support opportunities.

Benefits

Financial & lifestyle

• Company pension, including the option to join the Salary Sacrifice/Exchange for Pension scheme.
• Electric vehicle salary sacrifice scheme.
• Death in service cover at four times the basic salary.
• SAGE Employee Benefits membership.
• Salary sacrifice charity donation scheme.
• Ci Christmas Savings Club.
• Ci Lottery.
• Free parking at our out-of-town offices.

Health & wellbeing

• Private medical insurance available, partially subsidised by Centerprise.
• Two personal well-being days each year.

Work-life balance

• 25 days’ annual leave, rising to 28 days after five years’ service.
• Holiday Purchase Scheme.
• Company-supported CSR Volunteer Day.

Our culture

Centerprise values customer focus, commitment, constructive challenge, innovation and personal responsibility. We provide a supportive environment where colleagues can share knowledge, develop their skills and build a varied career across the Group.

Centerprise International is an equal opportunities employer.

Apply now

If you are ready to strengthen your service desk experience and build a long-term career in managed IT services, apply to join the Centerprise Services team.