1st Line IT Service Desk Engineer

What you'll be doing

Future's IT department supports over 3,000 employees worldwide, managing a global network of desktops and mobile devices. We're committed to delivering efficient, reliable IT services and continuously improving how we work.

As a 1st Line Support Engineer reporting to the Service Desk Team Lead, you'll provide front-line technical support across Future's Cardiff office. You'll handle service requests, troubleshoot issues, and ensure all incidents are resolved in line with company standards.

Working as part of a global support team, you'll assist with key IT processes such as onboarding/offboarding (Starters, Leavers, Movers), system administration, access control, and general incident management. The role involves both office-based and occasional field support.

You'll collaborate with IT Service Desk, End User Services, Infrastructure, and SecOps teams to deliver seamless support. Some weekend or bank holiday work may be required.

Experience that will put you ahead of the curve

• Previous experience in an IT Service Desk support role
• Excellent communication, teamwork, and customer service skills will be crucial in this role
• Ability to solve technical issues
• Experience with Google Workspace and Office 365 service administration
• Keep documentation up-to-date and concise.
• Analytical and problem-solving skills, as well as experience in continuous service improvement. 1st line IT Support, supporting both Mac and PC environments, is preferable but not mandatory.

What's in it for you

The expected range for this role is £25,000 - £27,000.

This is an office based role from our Cardiff Office 5 days a week

… Plus more great perks, which include;

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Well-being support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level Technology 7

Who are we…

We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We've got ambitious plans that further build on our growth momentum and unlock new opportunities – and we're looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are.

Different perspectives spark ideas, fuel creativity, and push us to innovate. That's why we're building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table — it's about making sure the table has room for everyone.

Because a diverse team isn't just good for business. It's the Future.

Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

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