Service Desk Engineer

Location: Ystrad Mynach, Wales

Business Unit: Services

Reporting Line: Service Experience Manager

Package: Basic salary plus non-sales incentive

Clearance: SC vetting required

As a Service Desk Engineer, you will provide front‑line IT support across desktop, laptop, application and user access issues. You will work closely with customers, internal teams and colleagues across Ci to log, investigate and resolve incidents while helping improve service documentation and support processes.

• Capture, log and manage customer requests and incidents.
• Provide responsive 1st Line support to public and private sector customers.
• Support internal Ci users with day‑to‑day IT issues.
• Communicate clearly with users, keeping them informed throughout the support process.

• Troubleshoot desktop and laptop operating system issues.
• Support Microsoft Office applications, including Outlook.
• Install, configure and troubleshoot software.
• Use remote support tools to diagnose and resolve user issues where appropriate.

• Help develop the service desk support model.
• Build and maintain work instructions and support documentation.
• Share knowledge with colleagues to improve consistency and service quality.
• Identify recurring issues and contribute to practical improvements.

• Follow Centerprise information security policies.
• Report security weaknesses or incidents promptly.
• Work in line with health and safety expectations across the Group.
• Make sound decisions within your role and escalate when needed.

• Customers receive clear, professional and timely support.
• Incidents and requests are logged accurately and progressed efficiently.
• Common desktop, laptop, Office and Outlook issues are resolved at 1st Line where possible.
• Documentation and work instructions help the team deliver a more consistent service.
• Security and health and safety responsibilities are followed in day‑to‑day work.
• You continue building the skills needed to progress towards more advanced technical support roles.

• Experience providing basic or 1st Line support for desktop and laptop operating systems.
• Knowledge of Microsoft Office support and troubleshooting.
• Knowledge of Microsoft Outlook support and troubleshooting.
• Experience installing, configuring and troubleshooting software.
• GCSE Maths and English at grade A to C, or equivalent.

• Confident handling routine IT issues and gathering the information needed to progress them.
• Able to follow support processes, document activity and keep records accurate.
• Comfortable working with users who need clear, practical guidance.
• Able to prioritise work with management guidance.

• Strong communication skills and a professional, positive approach.
• A customer‑focused mindset and commitment to service quality.
• Good problem‑solving ability for routine support issues.
• A strong work ethic and pride in seeing tasks through to completion.
• Willingness to learn new technologies and managed services skills.
• Confidence to constructively challenge and suggest improvements.
• Experience working on an IT service desk, including logging and resolving issues.
• Basic networking knowledge, such as wireless access points, switches, routers and firewalls.
• Experience with Active Directory and Exchange, including user and permission management.
• Experience administering desktop antivirus software, such as Sophos.
• Awareness of data backup and replication technologies, such as Veeam, EVault, Datto or Asigra.
• Understanding of printing and unified communications systems.
• Understanding of virtualisation concepts and technologies.
• Familiarity with monitoring tools, such as PRTG, and alert management.
• Experience using remote customer support tools, such as RDP or Log Me In .

• Basic salary plus non‑sales incentive.
• Pension, including the option to join the Salary Sacrifice/Exchange for Pension scheme.
• Electric Vehicle Salary Sacrifice Scheme.
• Death in Service cover at four times basic salary.
• SAGE Employee Benefits membership.
• Salary Sacrifice charity donation scheme.
• Ci Christmas Savings Club.
• Ci Lottery.
• Out-of-town offices with free parking.
• Private Medical Insurance available, partially subsidised by Ci.
• Two days for personal wellbeing.
• 25 days holiday entitlement, rising to 28 days after more than five years’ service.
• Holiday Purchase Scheme.