Service Desk Support Engineer

About the Client

Our client is a highly respected, security-focused IT services organisation dedicated to providing robust infrastructure and technical support solutions across the UK. Known for maintaining exceptional operational standards and customer satisfaction, they offer an environment that values continuous learning, professional development, and adherence to industry best practices.

Key Responsibilities

• Act as the primary point of contact for technical inquiries and incidents via telephone, email, and ticketing systems.

• Troubleshoot and resolve issues across operating systems, applications, hardware, and networks.

• Document all support tickets with high accuracy, contributing to knowledge base articles and self-service guides.

• Prioritise, escalate, and collaborate on complex issues with higher-tier IT teams to maintain SLA targets.

• Monitor system alerts and perform routine operational checks to ensure peak service availability.

• Maintain strict adhe...