IT Service Desk Engineer

Role: IT Service Desk Engineer

Location: Sutton Coldfield Office-Based (5 Days per Week) (occasional travel)

Work Type: Permanent, Full Time (38.75 hours)

Salary: Up to £35,000 per annum

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.

• 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.

• Experience with in 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 Service Now, Fresh service 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.

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.

• Time to recharge
  - Up to 25 days’ annual leave (increasing with service) plus bank holidays, giving you the time you need to rest and reset.
• A little extra reward
  - Opportunity to earn a yearly bonus of up to £300-£500 in recognition of your contribution.
• Planning for your future - 4% matched pension to help you build long-term financial security.
• Peace of mind
  - Life assurance cover at 2x your salary to support your loved ones.
• Everyday savings and perks
  - Access to My Staff Shop , our employee rewards platform, offering savings across high street and online retailers, alongside eyecare support, flu jab reimbursement and lifestyle discounts.
• Support when you need it
  - Access to a 24/7 Employee Assistance Programme, occupational health services and confidential counselling.
• Learn and grow with us
  - Ongoing training and development, including internal learning pathways and apprenticeship opportunities.
• Making work easier
  - Free on-site parking available at most of our locations.

Our vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences. We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.

Dignity is part of a group that includes FCA-regulated activities, and some roles may be subject to relevant training, screening, conduct, and regulatory requirements. This will be confirmed as part of the recruitment process.