Service Desk Engineer

Role Overview

The Service Desk Engineer will deliver first-line technical support to end users via phone, email, a self-service portal, and onsite assistance through the Tech Concierge Desk. This role focuses on diagnosing and resolving hardware, software, and network problems, overseeing incidents and service requests, and ensuring issues are resolved within the agreed SLAs.

Key Responsibilities

1. Provide L1/L2 technical support via phone, email, remote assistance, and onsite coverage.
2. Troubleshoot hardware, software, operating system, and network-related issues.
3. Record, classify, prioritise, and manage incidents and service requests using ITSM platforms such as ServiceNow.
4. Escalate unresolved problems to L2/L3 teams and ensure appropriate follow-up actions are taken.
5. Manage P1 and Major Incidents by coordinating and driving the incident management process.
6. Administer user accounts and support access provisioning across Active Directory, GSuite, Windows, and Linux environments.
7. Support Joiner/Mover/Leaver (JML) processes, including account creation, updates, and deletions.
8. Carry out software installation, system configuration, user profiling, and access management.
9. Support Windows and Mac OS deployment, imaging, upgrades, and endpoint management.
10. Assist with hardware refresh initiatives and Digital Workplace Services (DWS) activities.
11. Monitor ticket queues, emails, calls, SLAs, and overall service quality.
12. Maintain knowledge base documentation, SOPs, and incident records.
13. Collaborate with internal technical teams, product managers, vendors, and business stakeholders.
14. Track system alerts and notify relevant technical teams as required.
15. Address customer feedback and implement corrective actions to improve service satisfaction.

Requirements

• Experience in Service Desk, IT Support, Desktop Support or End User Support.
• Hands-on experience with Windows, Mac OS, hardware, software and network troubleshooting.
• Experience with ITSM ticketing tools such as ServiceNow.
• Knowledge of Active Directory and user account administration.
• Experience providing phone, remote and onsite technical support.
• Good communication, troubleshooting and problem-solving skills.
• Ability to multitask, prioritise incidents and work under pressure.
• Willingness to work rotating shifts, weekends and public holidays, including on-call duties.

Preferred / Advantageous:

• ITIL v3 or above Foundation certification.
• Knowledge of SailPoint or Okta for user access management.