IT Service Desk Engineer

• We provide professional, courteous support for incoming IT issues via phone, email, and face-to-face interactions.
• We take ownership of technical issues, managing them methodically and ensuring a logical resolution.
• We accurately log and categorise incidents and faults, prioritising them in line with our team procedures.
• We conduct thorough diagnostics with end users to enable first-contact fault resolution.
• We deliver desktop and server-based support when immediate resolution is not possible.
• We ensure all incidents are resolved within service level agreements (SLAs), escalating when necessary.
• We manage faults throughout their entire lifecycle, from first contact through to resolution, keeping users informed of progress.
• We perform administrative support tasks to meet operational objectives, including setting up accounts and workstations for new team members.
• We manage IT assets and equipment assignments.
• We oversee IT equipment moves.
• We review reports and event logs.
• We document procedures.
• We diagnose and resolve issues to user satisfaction, either remotely or in person.
• We continuously develop our technical knowledge and skills to support first-time fault resolution.
• We identify and escalate recurring issues or service risks to the appropriate service management teams.
• We share knowledge and best practices with team members to enhance overall support efficiency.

Technologies:

• Active Directory
• Azure
• Support
• LAN
• Office 365
• SQL
• VMware
• Windows
• Cloud

• We require 2-3 years of experience in a service desk or IT support role.
• We need strong troubleshooting and problem-solving skills.
• We require the ability to manage multiple tasks efficiently while maintaining a high level of customer service.
• We need excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• We require experience working within service level agreements (SLAs) and escalation procedures.
• We need the ability to adapt to evolving technologies and contribute to process improvements.
• We require technical knowledge of Windows Server 2019 and wider operating system environments.
• We need experience with Windows 11 build, configuration, deployment, and support.
• We require knowledge of Active Directory, on-premise and Azure.
• We need LAN and WAN support experience.
• We require experience with VMware.
• We need experience with Microsoft Office 365.
• We require experience with Exchange 365.
• We need experience with Microsoft SQL Server 2019 and above.