Service Desk Engineer

In situations where issues cannot be immediately resolved, you will escalate them to the appropriate teams while ensuring that our users receive timely updates and solutions.

This is a fantastic opportunity for a technically skilled, proactive, and people-focused professional to join a fast-paced, innovative, and dynamic environment where your contributions will be recognised and valued..

1. Technical Support and Troubleshooting

• Act as the primary point of contact for IT support requests via phone, email, and ticketing systems, ensuring all queries are logged, prioritised, and resolved or escalated within SLA guidelines.
• Provide first-line and basic second-line support across a wide range of hardware, software, and network issues, including effectively diagnosing and troubleshooting technical problems.
• Ensure timely resolution of incidents by collaborating with internal teams or external providers when escalation is required.

1. User Account and Access Management

• Manage user accounts, passwords, and permissions across systems such as Active Directory, Azure AD, and Office 365.
• Set up new joiners with appropriate IT access, ensuring a seamless onboarding experience and securely handling leavers’ account deactivations.

1. Hardware and Software Management

• Support the configuration, installation, and maintenance of IT hardware, including laptops, desktops, mobile devices, printers, and peripherals.
• Install, update, and troubleshoot software applications, ensuring compliance with licensing agreements and company policies.
• Maintain an inventory of IT equipment and track hardware warranties.

1. Systems Monitoring and Maintenance

• Proactively monitor IT systems, including network performance, servers, and critical applications, identifying and resolving potential issues before they affect users.
• Perform routine maintenance and updates to ensure systems are secure, reliable, and compliant with best practices.

1. Documentation and Knowledge Base Development

• Create and maintain detailed technical documentation, including user guides, troubleshooting steps, and common issues/resolutions for the knowledge base.
• Share knowledge with team members and end users to enhance overall IT literacy within the organisation.

1. Collaboration and Continuous Improvement

• Work closely with other IT team members to deliver IT projects like infrastructure upgrades, system migrations, and process automation initiatives.
• Contribute to continuously improving IT support processes by identifying opportunities to enhance efficiency and user satisfaction.

1. Customer Service Excellence

• Deliver outstanding customer service by demonstrating professionalism, empathy, and effective communication.
• Provide regular updates to users regarding the status of their support requests and ensure a positive end-to-end experience.

Requirements

Key Skills, Experience, and Attributes

• Strong knowledge of:
• Microsoft Windows operating systems (10/11).
• Office 365 suite (including Outlook, Teams, SharePoint, and OneDrive).
• Active Directory and Azure Active Directory, including user and group management.
• Networking fundamentals, including TCP/IP, DNS, DHCP, and VPN.
• Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or Jira).

• Customer-focused: Exceptional communication and interpersonal skills, with a proactive and empathetic approach to problem-solving.
• Analytical Mindset: Strong troubleshooting and analytical skills, effectively diagnosing and resolving technical issues.
• Organised: Ability to prioritise tasks, manage time effectively, and thrive in a fast-paced environment.
• Team Player: Collaborative and willing to support team members and contribute to shared goals.

• Minimum 1–3 years of experience in a service desk or technical support role.
• Experience working in a fast-paced corporate environment is highly desirable.