1st Line Service Desk Engineer

February 20, 2026

Other Jobs To Apply

No other job posts for this day.

Please note: Hybrid working role will require regular office / site attendance in Central London 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 <ul><li> Log, categorise, and prioritise incidents and service requests received via phone, email, or ticketing system.</li><li> Provide first-line investigation and diagnosis, resolving incidents where possible in line with the SLA.</li><li> Escalate complex or unresolved issues to the senior support teams as necessary.</li><li> Follow documented procedures and knowledge base articles to ensure consistent service delivery. </li></ul>Customer Support <ul><li> Deliver exceptional customer service, ensuring clients are kept informed of progress and resolution timescales.</li><li> Assist clients with hardware and software issues, including troubleshooting and configuration. </li></ul>System Monitoring <ul><li> Monitor client systems, identifying and addressing potential issues before they impact service. </li></ul>Documentation <ul><li> Maintain accurate records of incidents, service requests, and changes within the ticketing system.</li><li> Create and update technical documentation and knowledge base articles. </li></ul>Collaboration <ul><li> Work closely with other Service Desk team members to ensure seamless service delivery.</li><li> Participate in team meetings and contribute to continuous improvement initiatives. </li></ul>All About You Technical Skills: <ul><li> Proficiency in Windows (desktop and server) and Mac OS environments.</li><li> Experience with Microsoft Office 365 and other common business applications including Intune, Autopilot and SharePoint.</li><li> Basic understanding of networking concepts (TCP/IP, DNS, DHCP).</li><li> Familiarity with remote support tools and ticketing systems.</li><li> Knowledge of AVD and Citrix virtual desktops platforms</li><li> Printers and peripherals</li><li> Cloud backup technologies </li></ul>Soft Skills <ul><li> Excellent communication and interpersonal skills.</li><li> Strong problem-solving abilities and attention to detail.</li><li> Ability to work under pressure and manage multiple tasks simultaneously. </li></ul>Experience <ul><li> Previous experience in a similar IT support role, preferably within an MSP environment.</li><li> Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus. </li></ul>Work Locations: <ul><li> The position is based in Central London and operates in a hybrid work arrangement, including client site visits.</li><li> Occasional out-of-hours work may be required to support client needs.</li><li> Travel to client locations in and around London will be necessary to provide on-site support as required. </li></ul>You will live the Kerv values … Do The Right Thing Build Future Think Customer First Team Is Everything Spread Good Vibes At 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. You will live the Kerv values… <ul><li>Think Customer First</li><li>Team is everything</li><li>Spread good vibes</li><li>Build future</li><li>Do the right thing </li></ul>At 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.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER