Service Desk Engineer – 9 Month FTC
United Kingdom
Full Time
2 weeks ago
No Sponsorship
Key skills
DNSTCP/IPCommunication
About this role
Role Overview
- As a Service Desk Engineer, you will be the first point of contact for colleagues seeking IT support, delivering a high standard of customer service while helping to resolve technical issues efficiently and professionally.
- You’ll work as part of the Service Desk team, supporting colleagues across the UK and Ireland, ensuring incidents and requests are managed effectively while maintaining excellent communication throughout the resolution process.
- Provide support for IT services in line with agreed service levels
- Process, manage and coordinate responses to support tickets
- Keep customers updated on ticket progress and resolution
- Deliver desk-side support for colleagues based in the Support Operations Centre
- Ensure tickets are accurately logged with complete information
- Troubleshoot hardware and software issues including laptops, desktops, printers, mobile devices and telephony systems
- Build positive relationships with customers through excellent service and communication
- Work with third-party suppliers when required
- Contribute to and maintain technical and user-facing knowledge base documentation
- Follow company and IT policies, processes and procedures
Requirements
- A basic understanding of Ethernet, TCP/IP, DHCP, DNS, LAN, WAN and VPN technologies
- Knowledge of Microsoft client operating systems
- Experience using ticket management systems
- Understanding of software licensing and hardware management
- Exposure to remote support tools and technologies
- Experience supporting Microsoft Office, Microsoft 365 and SharePoint environments
- Strong problem-solving and diagnostic skills
- Excellent verbal and written communication skills
- A customer-focused approach with a professional and positive attitude
- Strong organisational skills and attention to detail
Tech Stack
- DNS
- TCP/IP
Benefits
Healthcare Cash Plan Cycle to Work scheme Green Cars salary sacrifice scheme Voluntary benefits: choose from a range of benefits to suit you Discounted staff pet care Access to discounts/cashback with hundreds of participating retailers