Help Desk Engineer

The IT Service Desk will provide first and second line technical support. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of Incidents, Service Requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Main activities and tasks:

• Act as a single point of contact for phone calls, tickets and emails from staff regarding IT issues and queries
• Resolve incidents based on 2nd/3rd line of support (including vendors) coordination
• Handling of end user service requests from reception until closure
• Escalate unresolved calls to the relevant Resolver Group
• Take ownership of user Incidents and follow up the status of Incidents on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide stats for the weekly Service Desk report on call trends and quality
• Publishing support documentation to assist staff with requests for information
• To arrange for external technical support where Incidents cannot be resolved in house
• Maintaining an Asset Database and track changes
• Support the Problem Management process by providing input for problem tickets, based on occurred incidents.
• Supports the Configuration Management process by updating CMDB based on incidents.
• Report on relevant KPI’s in relationship to the agreed levels.

Required Experience:

• Excellent communication skills
• Incident Management experience - Managing incidents including business expectations and communication
• Strong knowledge of Microsoft based operating systems and applications
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Analytical thinking and task performing
• Excellent organisational skills
• Experience with ITIL service management or other standard IT practices are considered a plus
• Computer knowledge: good knowledge of Windows operating systems, Microsoft Office suites.
• English advanced

What We Offer:

• Growth Opportunities – Support for learning and career advancement.
• Work-Life Balance – Flexible hours and hybrid work options.
• Inclusive Culture – A welcoming, diverse environment where everyone feels valued.
• Generous Time Off – 26 days of holiday plus bank holidays.