1st Line Service Desk Engineer

Job Summary: To remotely support a wide number of our customers via telephone and remote management. Offering excellent and prompt customer service and representing TMCS in a professional and courteous manner. Understanding when and how to escalate incidents and requests.

Responsible to: Service Desk Supervisor

Location: Whiteley Head Office


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Job Description

Duties & Responsibilities:

  • To provide excellent customer care and support through efficient and organised ticket management
  • Providing first response fixes to customers via the phone or email
  • Providing resolution to incidents and requests, and appropriately escalating all others
  • Ticket triage – assessing ticket priorities and escalating when required
  • Liaising with third parties and customers with regard to incident resolution and requests
  • Initiate basic backups and restorations

Process and procedures

  • Ensuring tickets are completed and closed off in line with company procedures
  • Following up on tickets that remain open and requiring work in line with company procedures
  • Manage work queues and prioritise events, re-assigning work where and when necessary to ensure compliance with SLA’s
  • Escalating in line with company procedures

Customer Experience

  • Handling customer queries and complaints as required
  • Escalate any customer issue or problem that needs further investigation or assistance to resolve in collaboration with Account Management Team
  • Assist Service Desk Supervisor in managing Service Desk in such a way as to deliver excellent customer service

Efficient and Effective Working

  • Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
  • Providing a communication link with other departments/sites
  • Contributing to effective team performance and meeting of daily, weekly and monthly targets through monitoring of personal performance data and KPI’s
  • Carrying out any other ad hoc duties and/or projects as required by management in pursuit of company objectives

Essential Skills

  • Basic understanding of Managed Services
  • Good verbal and written communication skills.
  • Technical experience in:
    • Windows desktop and server configuration and support
    • Basic application support
    • Citrix support
    • Printer trouble shooting
    • Basic Microsoft Exchange support
    • Active Directory administration
    • File and folder permissions
    • Basic networking skills
    • Basic ADSL troubleshooting


  • ITIL Foundation Certified
  • Previous employment in a first line position
  • Previous experience of public cloud/Office 365
  • Technical certifications: 
    • MTA
    • Comptia A+ N+

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Taylor Made understand the importance of delivering support on time

Portsmouth NHS Trust
Taylor Made Computer Solutions have proven themselves to be a strategic IT partner for our team at Portsmouth NHS trust and we have started to see the benefits of such an arrangement.

First Time Fix

The SupportDesk on average resolve 95% of all tickets within 4 hours without the need to escelate them to our 2nd line engineers.