IT Service Desk Engineer

• Act as the first point of contact for IT support issues via telephone, email and face-to-face interactions.
• Troubleshoot, diagnose and resolve hardware, software and network-related incidents.
• Take ownership of incidents through to successful resolution, ensuring excellent customer service throughout.
• Log, categorise and prioritise support requests using ticketing systems.
• Escalate complex issues to specialist support teams where required.
• Support desktop, server and infrastructure environments.
• Set up user accounts, workstations and IT equipment for new starters.
• Maintain IT asset registers and equipment records.
• Review system reports, event logs and technical documentation.

• Minimum of 2 years' experience within an IT Service Desk, IT Support or Helpdesk environment.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Experience working within SLAs and escalation processes.
• Ability to manage multiple priorities effectively.

Technical Skills:

• Microsoft Windows operating systems
• Microsoft 365 including Outlook, Word, Excel and PowerPoint
• Active Directory and user account administration
• Network fundamentals including DNS, IP addressing, Wi-Fi, Ethernet and VPNs
• Hardware support for laptops, desktops, monitors and printers
• IT ticketing systems and IT asset management

Salary: Competitive salary + comprehensive benefits package