IT Service Desk Engineer
Role details
Job location
Tech stack
Job description
As an EMEA IT Service Desk Engineer, you will be the first point of contact for technical support across the region. You'll play a key role in delivering high-quality IT assistance, ensuring service excellence, and supporting the wider Hunter Douglas IT Service Desk strategy. Working with Jira Service Management (JSM) and aligned to ITIL best practices, you will provide 1st and 2nd line support to colleagues, helping maintain smooth IT operations across multiple sites., Deliver 1st and 2nd line support for hardware, software, and network issues. Log, diagnose, and resolve tickets via JSM while meeting SLA targets. Manage identity and access (Joiners, Movers, Leavers) in line with SOX and security policies. Support provisioning, configuration, and maintenance of laptops, desktops, and mobile devices. Assist with patching, vulnerability management, and compliance reporting. Troubleshoot issues related to Microsoft 365, VoIP systems, Citrix, and other business-critical applications. Create and update knowledge base articles to support self-service and continuous improvement. Work closely with infrastructure and application teams to ensure timely resolution of more complex technical issues. Contribute ideas and support initiatives to improve service desk maturity, automation, and process optimisation.
Requirements
1-3 years' experience in an IT support or service desk environment. Strong working knowledge of Windows 10/11, Active Directory, and Microsoft 365. Familiarity with ITSM tools, ideally Jira Service Management. Good understanding of ITIL and service management processes. Excellent troubleshooting ability with strong communication and customer service skills. Ability to work under pressure and manage competing priorities effectively.
Desirable:
ITIL Foundation certification. Experience with Citrix, VoIP systems, or endpoint management tools. Exposure to compliance frameworks such as ISO and SOX.
