Join our clients dynamic IT team as a Service Desk Engineer, where you'll be the first point of contact for all IT incidents and service tickets. You’ll use your troubleshooting skills and IT knowledge to provide timely support, maintain hardware, and ensure end-users receive high-quality service.
Key Responsibilities:
- Manage the full life-cycle of all service incidents and tickets via IT Service Management (ITSM) tools.
- Provide first-time resolution by diagnosing and fixing technical issues, and escalating more complex issues to senior engineers when necessary.
- Maintain and support end-user services, ensuring minimal downtime for staff.
- Build and configure devices for new employees, manage assets, and recover hardware from leavers.
- Work closely with HR to manage user accounts and access control for starters, leavers, and movers.
- Use the procurement system to obtain competitive quotations for IT-related services and products, helping to control budget spend.
- Collaborate with the IT team to support continual service improvements and provide technical support, particularly in the administration of Office 365 and SharePoint.
- Generate monthly KPI reports and track trends in service requests to enhance service delivery.
- Contribute to cybersecurity by supporting phishing simulations and ensuring users comply with security standards.
- Coach associates and share knowledge with team members.
Skills & Experience:
- Proficient in asset and configuration management, incident management, and troubleshooting.
- Working knowledge of Office 365, with experience in technical support and hardware maintenance.
- Basic understanding of Microsoft Azure, Entra, and InTune is desirable.
- Strong interpersonal skills with the ability to work well under pressure.
- Ability to work independently and take initiative while collaborating with team members.
- Familiarity with information security and change management processes.
- Previous experience with ITSM tools is highly preferred.
Qualifications:
- Minimum of 2 years’ experience in a similar service desk or IT support role.
- A technical qualification (College or University level) would be advantageous.
Additional Information:
- The role may evolve as the company expands, and responsibilities could be adjusted.
- There may be an introduction of an IT Out of Hours Support service in the future.
- This position sits at the Service Desk Engineer level within a five-level progression structure, offering opportunities for career growth.