Service Desk Engineer Ops - IT

Who are IDHL?

At IDHL, we’re more than a digital agency, we’re a strategic partner to ambitious brands, helping them accelerate growth in the digital economy.

Our expertise is delivered through three core divisions:
Performance, Web & eCommerce, and Intelligence – all working closely together to create impact across channels.

We’re also home to Fostr, a Shopify Plus agency for luxury and lifestyle brands, and The MTM Agency, specialists in integrated marketing and audience engagement.

What connects it all is our focus on outcomes, not just outputs. We back each other, take pride in what we do, and make sure the way we work works for everyone.

We are looking for a skilled Service Desk Engineer to provide expert technical support and deliver an exceptional experience to our internal teams. This role offers the opportunity to get involved in impactful IT projects and drive improvements that make a real difference across the business.

Reporting directly to the Group IT Manager, you’ll collaborate closely with colleagues to ensure our IT infrastructure is reliable, efficient, and prepared for future growth. If you’re passionate about technology and eager to contribute your skills, this is a great opportunity to make a meaningful impact.

• Provide technical support, ensuring the prompt and effective resolution of service desk tickets
• Configure, maintain, and troubleshoot PCs, laptops, printers and peripherals.
• · Take ownership of service desk calls and drive them to resolution, ensuring customer satisfaction
• Log, update, and document all incidents accurately within the service management platform
• Act as an escalation point for junior team members, offering guidance, mentorship, and support
• Escalate complex or unresolved issues to the appropriate teams in a timely manner
• Build and maintain strong relationships with internal stakeholders to ensure a positive IT support experience
• Ensure adherence to the Information Security Policy and best practices, assisting where required to identify and mitigate security threats
• Support the integration and management of emerging AI technologies to enhance operation and service delivery
• Assist the Infrastructure Engineers with system configurations, maintenance, and troubleshooting tasks
• Follow established processes and procedures, contributing to continuous improvement initiatives, including cybersecurity and AI-related enhancements
• Help the Group IT Manager in refining existing procedures and implementing new support protocols to enhance the Technology department

• Strong organisational and communication skills
• Excellent troubleshooting and problem-solving abilities
• Methodical approach to diagnosing technical issues
• Familiarity with ITIL principles
• Good understanding of Microsoft operating systems and Office suite
• Working knowledge of Microsoft 365 and Microsoft Azure
• Awareness of cloud technologies and enthusiasm for emerging tech
• Basic understanding of artificial intelligence concepts and applications
• Knowledge of cybersecurity principles and best practices to protect systems and data