Full Time | Whiteley HQ


Tailor Made Technologies is looking for a 1st Line Service Desk Engineer to join a talented team currently working with a wide range of customers across a number of mixed environments.


As a 1st line service desk engineer you will remotely support a wide range of customers via the telephone and remote management, offering excellent and prompt customer support and will represent Tailor Made Technologies in a professional and courteous manner.


  • 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 regards to incident resolution and requests
  • Handling customer requests and escalate according to company procedures
  • Manage work queues and prioritise events, ensuring compliance with SLA’s
  • Assist the service desk supervisor in managing service desk in such a way as to deliver excellent customer service
  • Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets



  • Good verbal and written communication skills.
  • Experience with a service desk ticketing system
  • If you have experience in any of the below, we’d like to hear from you (not all required):
  • Windows desktop and server
  • Basic Office 365 support
  • Virtualisation – Citrix/VMware/Hyper-V
  • Printer trouble shooting
  • Basic Microsoft Exchange support
  • Active Directory administration
  • File and folder permissions
  • Basic networking skills
  • Understanding of ITIL