IT Service Desk Engineer

Provide first and second-line IT support to internal staff across the UK, delivering excellent customer service and effective troubleshooting for a range of technical issues. Responsibilities include diagnosing and resolving application, system, and device problems, alongside routine administrative tasks.

The role covers HQ in Glenrothes, remote offices, and home-based users. It also includes device installations and some on-site field visits, such as setting up and configuring desktops, laptops, mobile devices, and peripherals, and attending locations where hands-on support is required., · Act as a first point of contact within an IT team, handling service desk tickets, emails, and calls from staff

· Deliver high-quality customer service, following service management best practices

· Provide 2nd-line support across software, hardware, mobile devices, laptops, PCs, and printers

· Maintain and update the IT asset database

· Troubleshoot basic network issues, including WAN connectivity problems

· Escalate complex or unresolved issues to the infrastructure or ERP 3rd-line teams

· Manage and prioritise tickets within the service desk system

· Take ownership of user issues, ensuring clear communication and timely updates throughout resolution

· Produce support documentation and deliver onboarding IT guidance where required

· Coordinate with external third-party suppliers when specialist support is needed

· Ability to work shift patterns (7:30am earliest start, 5pm latest finish) - 37 hours basic

· Ability to work an on-call rota for emergencies - 1 week every quarter. On-call payment applicable.

Do you have a valid Driving License license?, Do you have experience in Windows?, Central Scotland with ability to travel to Glenrothes, Fife up to 4 days a week, * Hands-on experience with basic Active Directory administration, including user account creation, password resets, and group management

• Strong understanding of Microsoft Windows operating systems, particularly Windows 11
• Proficient in troubleshooting and supporting the Microsoft 365 suite
• Experience with Microsoft 365 administration, including Teams, SharePoint, Exchange and related services

Skills and experience:

· Passion & enthusiasm for IT

· 2+ years' experience working in an IT technical support environment

· Excellent people & communication skills

· Strong organisational skills

· Appreciation of wider business impact of IT systems and when escalation is required

· Incident Management experience -including managing business expectations & communication

· Ability to work independently

· Full UK Driving licence

Beneficial Skills

• Cloud experience - Office 365 in particular
• An industry accreditation: Microsoft, ITIL, CompTIA, but not essential
• Experience working in a manufacturing environment

• Competitive salary.
• Flexible working patterns.
• Discretionary bonus scheme.
• Opportunities for career development within a reputable and growing organisation.
• A supportive and collaborative work environment.
• Colleague Referral scheme
• A catalogue of additional benefits available to purchase such as critical illness cover, cycle to work scheme and additional holidays.

Work Hours: This full-time role entails 36.75 hours per week, providing a stable schedule with weekends free for your leisure. Work hours are Monday to Thursday from 8.30am to 5pm, and Friday from 8.30am to 4.00pm, with alternate Fridays from 8.30am to 12.30pm.

Job Types: Full-time, Permanent

Benefits:

• Employee discount
• Health & wellbeing programme
• On-site parking
• Referral programme

The Donaldson Group, established in 1860, is one of UK's largest, privately owned timber companies. We are a family of 17 businesses and brands, ranging from B2B, retail and ecommerce, all with shared values and a common vision. We are focused on always providing a number one customer experience, embracing innovation, and doing things in a sustainable way, not just for our business but also for the communities we operate in. But most of all, our People are at the heart of everything we do, which is why we are committed to nurturing and empowering our 1,500+ colleagues across the UK. Diversity and Inclusion: We're on a mission to champion diversity and inclusion within our organization. We welcome individuals from all backgrounds and walks of life to join us in shaping the future of manufacturing and construction. Female candidates and those from underrepresented ethnic groups are particularly encouraged to apply, as we strive for greater inclusivity in our workforce.