{"id":2098730,"url":"https://alion.io/job/kerv-1st-line-service-desk-engineer","title":"1st Line Service Desk Engineer","company":{"id":172293,"name":"Kerv","domain":"kerv.com","url":"https://alion.io/company/kerv","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":71000,"period":"year","method":"role_country_seniority_unknown","sample_n":125},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-08T16:03:09Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-24T07:36:13Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"Please note: Hybrid working role will require regular office / site attendance in Central London (2-3 days a week) and some on-call from time to time. \nAbout Kerv Connected Cloud\nYou’ll be part of the Network Security/Service Desk Operations team at Kerv Connected Cloud. \nThe Connected Cloud team brings together deep expertise in cloud, networking and managed services to help organisations modernise and run their infrastructure with confidence. From data centres to branch networks and cloud platforms, we design secure, automated environments that are built to scale. It’s all about creating resilient foundations that keep businesses connected, supported and ready for what’s next. \nAll about You\nWe 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.\nThe Role\nIncident Management:\nLog, categorise, and prioritise incidents and service requests received via phone, email, or ticketing system.\nProvide first-line investigation and diagnosis, resolving incidents where possible in line with the SLA.\nEscalate complex or unresolved issues to the senior support teams as necessary.\nFollow documented procedures and knowledge base articles to ensure consistent service delivery.\nCustomer Support:\nDeliver exceptional customer service, ensuring clients are kept informed of progress and resolution timescales.\nAssist clients with hardware and software issues, including troubleshooting and configuration.\nSystem Monitoring:\nMonitor client systems, identifying and addressing potential issues before they impact service.\nDocumentation:\nMaintain accurate records of incidents, service requests, and changes within the ticketing system.\nCreate and update technical documentation and knowledge base articles.\nCollaboration:\nWork closely with other Service Desk team members to ensure seamless service delivery.\nParticipate in team meetings and contribute to continuous improvement initiatives.\nAll about You\nTechnical Skills:\nProficiency in Windows (desktop and server) and Mac OS environments.\nExperience with Microsoft Office 365 and other common business applications including Intune, Autopilot and SharePoint.\nBasic understanding of networking concepts (Routing, Switching, TCP/IP, DNS, DHCP).\nBasic familiarity with vendors such as:\nHP Aruba / SilverPeak\nArista / VeloCloud\nJuniper Mist\nFortinet\nInfoblox\nCisco Meraki\nLogicMonitor\nFamiliarity with remote support tools and ticketing systems.\nKnowledge of AVD and Citrix virtual desktops platforms\nPrinters and peripherals\nSoft Skills:\nExcellent communication and interpersonal skills.\nStrong problem-solving abilities and attention to detail.\nAbility to work under pressure and manage multiple tasks simultaneously.\nExperience:\nPrevious experience in a similar IT support role, preferably within an MSP environment.\nRelevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus\nMore about the role:\nThe position is based in Central London (Liverpool St) and operates in a hybrid work arrangement, including client site visits.\nOccasional out-of-hours work may be required to support client needs.\nTravel to client locations in and around London will be necessary to provide on-site support as required.\nYou will live the Kerv values…\nThink Customer First\nTeam is everything\nSpread good vibes\nBuild future\nDo the right thing\nAt Kerv, we’re building something special and we’re 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.","description_format":"text","description_chars":4247,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Network Services","Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-08T17:41:48Z"}],"visa":[],"liveness":{"score":87,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.866,"p_room":1,"age_days":15,"expected_fill_days":45,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/kerv-1st-line-service-desk-engineer","json_url":"https://alion.io/job/kerv-1st-line-service-desk-engineer.json","meta":{"generated_at":"2026-10-24T10:34:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15284,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":172293},"rest":"https://alion.io/mcp/rest/get_company?id=172293"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkerv-1st-line-service-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkerv-1st-line-service-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkerv-1st-line-service-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kerv-1st-line-service-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkerv-1st-line-service-desk-engineer"}]}