Deputy Shift Leader Service Desk Support Engineer

Deputy Shift Leader Service Desk Support Engineer

Role Overview :
We are seeking a proactive, customer‑focused and dedicated Deputy Shift Leader Service Desk Support Engineer to support the Shift Leader in overseeing the daily operations of our Service Desk providing 24/7/365 support for end users. The successful candidate will play a key role in leading the service desk team during their assigned shifts, ensuring that all technical support requests are handled efficiently, and maintaining high levels of customer satisfaction.

This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast‑paced environment and is dedicated to ensuring the optimal performance of IT systems and services. This is a fantastic opportunity for an experienced service desk professional with leadership potential who is ready to step into a supervisory role.

• Assist the Shift Leader in managing and coordinating the activities of the service desk team during the shift and deputises in their absence.
• Ensure team members follow procedures, manage their tickets effectively, and adhere to established service level agreements (SLAs).
• Serve as the point of escalation for more complex or high‑priority incidents when the Shift Leader is unavailable.
• Help monitor and guide team performance, ensuring that support requests are handled promptly and accurately.

• Serve as the primary point of contact for all IT‑related inquiries and incidents from end‑users via phone, email or ticketing system.
• Ensure that all incidents are appropriately categorised, prioritised and tracked through the ticketing system.
• Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines.
• Collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
• Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
• Perform quality assurance checks on support tickets to ensure thoroughness and accuracy.
• Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency.
• Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
• Monitor system alerts and perform routine checks to ensure IT services are running optimally.
• Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.

• Maintain effective communication with end‑users, ensuring that they are kept informed of the status of their incidents and requests.
• Monitor performance metrics, ensuring the team meets established service level agreements (SLAs).
• Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note.

• Proactively identify areas for process improvement and recommend solutions to enhance service delivery.
• Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies.
• Participate in training and development opportunities to improve technical skills and knowledge.

• Proven experience in IT support, technical support or helpdesk roles, ideally within an MSP environment.
• Prior experience in a leadership or supervisory capacity within an IT environment is preferred.

• Familiarity with relevant engineering tools, programming languages or technologies.
• Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams, SharePoint).
• Strong desire to learn and develop technical skills.
• Hands‑on experience with tools like Service Now, Jira Service Management, or similar ITSM Platforms.

• Strong leadership and team management skills, with the ability to motivate and guide a diverse team.
• Strong verbal and written communication skills, with the ability to convey technical…