Service Desk Engineer

Role Overview

We are looking for a customer-focused Service Desk Engineer to provide first-level technical assistance to users in a BAU support environment.

The successful candidate will be responsible for handling incidents and service requests, performing initial troubleshooting, maintaining accurate ticket records and ensuring that users receive timely and professional support.

Key Responsibilities

• Serve as the first point of contact for users requiring IT assistance.

• Provide technical support through telephone, email, remote-support tools and the service-management ticketing system.

• Log, categorise, prioritise and track incidents and service requests accurately.

• Troubleshoot hardware, software, operating-system, application and basic network-related issues.

• Support Windows desktops and laptops, Microsoft 365 applications, Outlook, printers and standard workplace applications.

• Assist users with password resets, account-access issues and basic Active Directory administration.

• Perform remote troubleshooting and guide users through appropriate resolution steps.

• Resolve incidents within the agreed service-level targets.

• Escalate unresolved or complex issues to the appropriate Level 2 or Level 3 support teams.

• Monitor assigned tickets and provide users with timely progress updates.

• Follow up with users to confirm successful resolution before closing tickets.

• Maintain accurate documentation of reported issues, troubleshooting activities and resolutions.

• Create and update knowledge-base articles and standard operating procedures.

• Support user onboarding, offboarding and access-management requests where required.

• Identify recurring incidents and highlight potential problems to the relevant support teams.

• Comply with established IT service-management, security and data-protection procedures.

• Support other BAU service desk activities assigned by the team lead or service delivery manager.

Requirements

• Nitec, Higher Nitec, Diploma or equivalent qualification in Information Technology, Computer Science or a related discipline.

• At least one year of experience in service desk, helpdesk, desktop support or end-user technical support is preferred.

• Candidates with relevant technical training and a strong interest in IT support may also be considered.

• Familiarity with Windows operating systems and Microsoft 365 applications.

• Basic knowledge of Active Directory, user-account administration and network troubleshooting.

• Experience using ServiceNow or another IT service-management ticketing system will be advantageous.

• Basic understanding of incident management, service-request management and ITIL practices.

• Good troubleshooting and problem-solving abilities.

• Strong customer-service and communication skills.

• Ability to document technical issues and resolutions clearly.

• Ability to work independently and collaboratively within a support team.

• Willingness and ability to work a 5.5-day schedule based on operational requirements.