Service Desk Technician (L1) – IT & Telecoms
Blackburn (Office Based) | Full-Time
Who are ClaritelClaritel is a trusted provider of managed IT, cyber security, telecoms and network connectivity services for small and medium-sized businesses across the UK. Established in 2011, we have built a strong reputation for delivering exceptional service and innovative solutions tailored to our clients' needs. With over 10% year on year growth for several years, we are on an exciting trajectory and have ambitious plans to continue this momentum.
We work with a diverse client base across multiple sectors, helping them grow, increase efficiency and reduce risk through technology. Our success is driven by our people, a team that is passionate, committed and dedicated to delivering an exceptional experience.
About the RoleWe are looking for a motivated and customer focused 1st Line Service Desk Technician to join our growing Managed Services Team. You’ll handle incoming support requests, resolve common IT and telecoms issues, and ensure every interaction delivers a great customer experience.
This is the perfect opportunity for someone looking to further their career within an MSP environment.
Key Responsibilities- Act as the first point of contact for incoming support requests (phone, email & ticketing system)
- Logging, prioritizing and managing support tickets effectively
- Troubleshoot common IT and telecoms issues
- Escalating more complex issues to 2nd line support with clear handover notes
- Keeping clients informed with regular updates
- Maintaining accurate ticket notes and documentation
- Follow internal processes and service level agreements (SLAs)
- Assisting with new user setups and basic device configuration
- Contribute to internal knowledge bases
- Promote and follow cyber security best practices
- Participate in out-of-hours or on-call support where required, in line with company policy
What We're Looking For- A strong customer-first mindset and excellent customer skills
- Experience in IT support and customer service
- Basic understanding of Windows operating systems, Microsoft 365 & hosted telephony
- A genuine interest in IT, networking and telecoms, with a desire to learn and progress
- Good organization and time management skills
- A proactive, problem-solving attitude
- Full UK driving licence preferred
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