Service Desk Engineer

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact.

As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

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JOB DETAILS

We are looking for a Service Desk Engineer who enjoys helping people, solving problems, and being the calm, capable first point of contact when IT issues arise. Whether you are early in your IT career or building on existing support experience, this role offers the chance to develop in a fast‑paced, supportive environment.

What You Will Do

• Act as the first point of contact for IT incidents and service requests via phone, email, and portal
• Log, categorise, and prioritise tickets accurately using Fresh Service
• Resolve issues at first contact where possible, escalating when needed
• Take ownership of tickets through to resolution within SLA targets
• Support Windows 11, end‑user devices, and common applications
• Set up hardware including laptops, monitors, and peripherals
• Manage user accounts and access in Active Directory and Microsoft Entra
• Support tools such as Microsoft Teams
• Monitor ticket queues and alerts to maintain service quality

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.

This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

• A genuine interest in IT and a desire to build a career in support
• Basic understanding of IT support environments or help‑desk processes
• Familiarity with Windows and everyday technology
• Strong communication skills and a user‑focused mindset
• Ability to prioritise and stay organised in a busy environment
• Calm, logical problem‑solving approach

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.

• Flexible working options
• 33 days holiday including bank holidays
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Life assurance 4 × salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality…