Service Desk Engineer

Service Desk Engineer Position Overview

The Service Desk Engineer will provide technical software, hardware, and network problem resolution to clients. The role involves diagnosing problems and guiding users through step‑by‑step solutions in a desktop support environment. The engineer will also provide user‑friendly, professional technical solutions, facilitate one‑to‑one end‑user training as required, and ensure site technical documentation is maintained.

£26,000 – £28,000 per year, depending on experience.

We recognise the benefits that remote and flexible working bring. We operate a hybrid working policy that allows employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

• Answer inbound calls within an agreed answer time.
• Log all customer issues, queries, and requests into the ticket management system.
• Provide Level Technical Support, diagnosing customer issues and providing a high level of first‑time fix.
• Manage and work to internal and customer SLAs, escalating any concerns.
• Create and maintain customer‑specific infrastructure documentation.
• Ensure end‑to‑end ownership of problem resolution.
• Manage client expectations through clear communications.
• Take responsibility for own continual professional development, ensuring up‑to‑date industry and technical knowledge.
• Undertake all other reasonable requests.

• Prior professional experience as a Service Desk Engineer supporting SMEs.
• Experience of working in a customer‑facing role.
• Familiarity with working to SLAs to meet both customer and contract requirements.
• Experience in Office 365 and Office Applications (Outlook, Excel, Word, PowerPoint) – basic troubleshooting.
• Knowledge of Windows client – basic troubleshooting.
• Understanding of Android – basic troubleshooting.
• Ability to support multi‑site clients.
• Strong communication skills, both verbally and in writing, to both technical and non‑technical audiences.
• A methodical approach suitable for resolving client requirements.
• Capacity to manage changing workload and priorities, working both within a team and independently.
• Skills in installation, removal, and troubleshooting of third‑party software.

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

If you’ll need any reasonable adjustments as part of the selection process, please highlight them on your application form.