Service Desk Support Engineer

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.

We are in a period of focused internal investment, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!

The Role

Hours: Monday-Friday, 9:00-17:30
Location: Fleet
Working Pattern: Hybrid – 4 days a week on site

This is a fantastic opportunity for someone early on in their IT support career, with some hands-on experience in a Service Desk or desktop support environment. You’ll be part of a friendly, collaborative team where you’ll receive support, training, and exposure to a wide range of technologies. 

What you'll be doing

You’ll act as the first point of contact for IT support, helping colleagues resolve technical issues and ensuring a smooth day-to-day IT experience. 

Responsibilities:

• Logging, tracking, and resolving IT support requests using our Jira ticketing system
• Triage all incidents, coordination and supporting P1 and P2 incidents, and escalate to 2nd and 3rd line support where and when required
• Providing desktop and application support to users, both in person and remotely
• Prioritising and escalating incidents when required, following agreed processes and SLAs
• Supporting new starters and leavers, including laptop/PC setup, user account creation, and equipment allocation
• Assisting with office desk moves and basic IT installations
• Keeping asset records and user accounts up to date
• Creating and updating knowledge bade articles and support documentation
• Assisting with testing new software, systems and hardware
• Supporting IT projects and new technology deployments
• Explaining technical issues clearly to non-technical colleagues

What we’re looking for

We don't expect you to know everything on day one. What matters most is a willingness to learn, a helpful attitude and a genuine interest in IT.

Skills and experience:

• Good communication skills and a friendly, professional approach
• A good understanding of Microsoft Windows 365 (additional training will be provided where needed)
• Hands-on experience with PCs or laptops (setup, troubleshooting and physical setup)
• Exposure to managing Active Directory or user account management
• Awareness of IT security principles and best practices

We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.

Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.