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# IT Service Desk Engineer (Birmingham)

- **Company:** Dignity Funerals Limited
- **Location:** Birmingham, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Cyber Security, Issue Tracking Systems, Networking Basics, Remote Service Software, Peripherals, Zendesk, User Administration, Servicenow
- **Published:** July 14, 2026
- **Apply:** https://www.totaljobs.com/job/it-service-desk-engineer/dignity-funerals-limited-job107685619

## About the Role

* Experience within an IT Service Desk, Helpdesk or 1st/2nd Line Support role.
 * Strong troubleshooting skills across Windows, Microsoft 365, hardware, peripherals and user account management.
 * Experience working with ticketing systems such as ServiceNow, Freshservice or Zendesk.
 * Knowledge of Active Directory, remote support tools and basic networking concepts.
 * A customer-focused approach with excellent communication skills.
 * A proactive mindset, strong organisational skills and a genuine passion for problem-solving.
 * Full UK driving licence and willingness to travel to other sites when required.

## Description

Are you passionate about technology and delivering outstanding customer service? We're looking for an IT Service Desk Engineer to join our Birmingham-based IT team and play a key role in supporting colleagues across our business.

As the first point of contact for IT support, you'll troubleshoot and resolve a wide range of technical issues, providing a high-quality service via phone, email, remote support and face-to-face interactions. You'll take ownership of incidents through to resolution, escalating where required, while ensuring an excellent user experience every step of the way.
What You'll Be Doing

 * Providing 1st line IT support across hardware, software, telephony and connectivity issues.
 * Diagnosing and resolving technical issues at first point of contact wherever possible.
 * Managing incidents and service requests through the ITSM system.
 * Supporting users remotely and on-site across Dignity locations when required.
 * Maintaining excellent communication with users throughout the support process.
 * Identifying recurring issues and escalating risks or major incidents where appropriate.
 * Supporting IT security, business continuity and service excellence standards., This is an excellent opportunity for someone looking to continue developing their IT career within a supportive and fast-paced environment. You'll gain exposure to a broad range of technologies, work closely with colleagues across the business, and play a vital role in delivering a first-class IT support service.