IT Service Desk Engineer

We are looking for an experienced IT Service Desk Engineer based in Hull, with regular travel to other office locations. The successful candidate will act as the first point of contact for IT support whilst ensuring the effective operation of desktops, networks, and infrastructure.

Responsibilities

Provide IT support via phone, email, and face-to-face; Take ownership of technical issues and ensure a logical resolution; Log, categorise and prioritise incidents and faults in line with procedures and Service Level Agreements (SLAs); Conduct diagnostics with end users to enable first-contact fault resolution; Deliver desktop and server-based support when immediate resolution is not possible; Perform administrative support tasks to meet operational objectives, including setting up accounts and workstations for new team members, managing IT assets and equipment assignments, overseeing IT equipment moves, reviewing reports and event logs, documenting procedures; Diagnose and resolve issues to user satisfaction, either remotely or in person; Continuously develop technical knowledge and skills to support first-time fault resolution; Identify and escalate recurring issues or service risks to the appropriate service management teams; Share knowledge and best practices with team members to enhance overall support efficiency

Requirements

2+ years of experience in a service desk or IT support role with a broad technical knowledge across various technologies and products; Strong troubleshooting, problem-solving and customer service skills; Manage multiple tasks efficiently while maintaining a high level of customer service; Excellent communication skills, with the ability to explain technical issues clearly; Experience working within service level agreements (SLAs) and escalation procedures; Adapt to evolving technologies and contribute to process improvements; Proficiency in navigating, updating, and troubleshooting Microsoft Windows; Understanding basic connectivity (Wi-Fi, Ethernet, DNS, and IP addresses) and Virtual Private Networks (VPNs); Diagnosing issues with laptops, desktops, monitors, and printers; Microsoft Office 365: Word, Excel, Outlook, PowerPoint; Managing user access and permissions, including Active Directory (AD) or cloud-based identity providers; Logging, categorising, and prioritising support requests and maintaining IT asset register

Nice to have

Having access to personal transport (beneficial but not essential)

Benefits

Competitive holiday entitlement; Self-invested personal pension; Life assurance; Cycle to work scheme; Health and wellbeing initiatives; Agile working opportunities; Discounted legal fees; Referral incentives; Car parking (applicable to role)