Service Desk Engineer

Role Description

We are seeking an IT Service Desk professional to provide reliable first and second line support to colleagues across the business. You will act as the primary point of contact for all IT incidents and service requests, logging, triaging, and managing tickets raised via phone, email, portal, messaging, and walk-up support. Clear communication is essential, as you will set expectations around priorities, progress updates, and resolution times in line with agreed service levels. You will manage tickets end to end, applying strong troubleshooting skills, sound judgement, and business awareness to resolve issues efficiently or escalate to internal IT teams or third-party vendors when required. You will proactively identify and escalate incidents that could present operational, commercial, or reputational risk, ensuring service levels are maintained. 

The role also supports key IT processes including Joiners, Movers, and Leavers, IT asset management, and device provisioning, working closely with procurement to enable timely delivery of equipment. You will administer Microsoft 365 and SharePoint, managing user accounts, mailboxes, licenses, distribution groups, and intranet permissions, as well as supporting telephony and mobile device environments in line with company policies. In addition, you will provide hands-on, on-site support through production and operations floor walking, diagnosing and resolving hardware, software, and application issues on critical workstations. You will work independently on complex tasks, deliver additional objectives within agreed timescales, and contribute to a professional, customer-focused IT service. 

Required qualifications / experience / skills

• Customer Service: ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service.
•  Drive for results: able to go the ‘extra mile’ to achieve tasks, objectives, and targets.
• Demonstrates good attention to detail across all areas of work.
• Teamwork: able to work together with colleagues to pool skills, ideas, and resources to achieve objectives and resolve problems. 
• Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up with actions to rectify
• Planning and Organising: able to work to important deadlines and manage time effectively
• Strong verbal and written communication skills.
• Ability to comprehend and translate issues presented by business colleagues.
• Ability to understand and empathise with business colleagues’ concerns/issues, remaining committed to providing quality results.  
• Ability to establish relationships and maintain contacts with business colleagues.
• Effective in identifying gaps in available information required to understand a problem or situation and ability to devise means of remedying such gaps.
• Persistently positive, customer first always attitude.
• Ability to analyse incidents/requests and determine either appropriate fix/fulfilment or display requisite levels of ownership awareness to facilitate time reassignment or escalation.  
• Experience of Active Directory User & Computer administration, including user, device, and group management.  
• Experience of working within an IT Service Desk.
• Experience of working within a Desktop Support team.
• Experience of working within an ITIL environment.  
• IT Qualification desirable.  
• Analytical and problem-solving skills with the ability to diagnose and resolve issues.  
• Ability to prioritise and manage own workload effectively, without detriment to business needs.
• Flexible and available when required.