System Engineer

This role is the internal owner for IT Service Management (ITSM) and Service Desk operations and implementation, with hands‑on L1/L2 support responsibilities. The role focuses on service experience, reporting, SLA governance, knowledge management, CMDB process ownership, and service catalogue administration. Deliver high‑quality end‑user support and lead the implementation, operation, reporting, and continual improvement of the ITSM Service Desk, including workflow design, automation, reporting/CSAT, and MSP onboarding and SLA compliance monitoring.

• Implement and maintain the ITSM Service Desk operating model and platform configuration end‑to‑end (modules, workflows, forms, SLAs/OLAs, routing rules, categories, and automation).
• Maintain a continual improvement backlog (process pain points, automation opportunities, service quality improvements) and drive improvements through to completion.
• Ensure service desk practices remain consistent as the organisation scales (standardisation and repeatable delivery).

• Operate the self‑service portal and ensure service request patterns are standardised and easy to use.
• Integrate and maintain Problem and Change processes, including Major Incident handling enablement.
• Ensure ticket quality: correct categorisation, priority, CI selection, clear communications, and closure notes.
• Establish and maintain operational reporting packs and dashboards (SLA compliance, backlog, ticket quality, trends, and CSAT where used).
• Produce regular reports for management review and continuous improvement (monthly summary; weekly exceptions/breaches where required).
• Use reporting to identify recurring issues, route root‑cause analysis, and reduce ticket volume over time.

• Support MSP onboarding: process mapping, catalogue items, access enablement, documentation handover.
• Monitor SLA compliance: dashboards, breach alerts, root‑cause trend reviews, and continuous improvement actions.
• Coordinate operational handovers and ensure consistent ticket ownership and closure quality when MSP is engaged.

• Own the Incident Management process and act as the Major Incident Manager/facilitator during crises.
• Run stakeholder communications cadence, status updates, and incident notifications; coordinate MSP actions.
• Ensure BCP activation workflows and contact/on‑call rosters are maintained in Fresh Service; schedule PIR logistics.
• Create and maintain communications templates and checklists linked to services/CIs in the CMDB.

• Build and maintain the knowledge base (end‑user and agent‑facing) to reduce ticket volumes and improve first‑contact resolution.
• Implement auto‑assignment rules, request templates, and workflow automation; improve intake routing and reduce misrouted tickets.
• Maintain regular knowledge review cycles and ensure content stays current with platform/process changes.

• Own the CMDB class dictionary and lifecycle states; define data quality rules.
• Enforce CI selection in tickets/changes and run monthly CMDB data quality reviews with published dashboards.
• Coordinate with technical owners to ensure key CIs/services and dependencies are represented for impact analysis and audit evidence.
• Provide L1/L2 incident and request handling with high communication quality, ensuring correct categorisation and routing in the ITSM tool.
• Provide Mac and iOS end‑user support (device set‑up, troubleshooting, user guidance) as part of standard support coverage.
• Develop and maintain knowledge base (KB) articles and keep CMDB records updated as part of ticket resolution and continual improvement.
• Support major incident execution by assisting with war‑room note‑taking/timeline capture and ensuring actions are recorded and tracked to closure in ITSM.
• Execute end‑user restoration activities (re‑image/re‑provision devices, access restoration validation) and ensure evidence is captured through ITSM workflows.

• Coordin…