Service Desk Engineer

Are you an IT support professional who thrives on solving problems, supporting users and keeping things running smoothly? We would love to hear from you!

MainPurposeoftheRole:

A Service Desk Engineer is the first point of contact for resolving or escalating hardware, software, network, and end\-user IT issues raised via email, instant messaging, or phone. The role provides effective first\- and second\-line IT support across all areas of the business, responding to issues in a timely, professional, and customer\-focused manner. The role is responsible for building, supporting, and maintaining desktop operating systems, associated hardware, and business applications, as well as streamlining deployment through continual improvement initiatives. You will also contribute to IT\-related projects and activities as directed by the IT leadership team. Strong communication and relationship\-building skills are essential, as you will work closely with colleagues across IT and the wider business to deliver a consistent, high\-quality service. This is a fast\-paced and varied role requiring excellent customer service skills and a broad, practical understanding of IT support.

Location:

Leicester (This is a permanent, full\-time, office\-based role requiring onsite attendance five days per week)

Role Description:

We are seeking an IT Service Desk professional to provide reliable first and second line support to colleagues across the business. You will act as the primary point of contact for all IT incidents and service requests, logging, triaging, and managing tickets raised via phone, email, portal, messaging, and walk\-up support. Clear communication is essential, as you will set expectations around priorities, progress updates, and resolution times in line with agreed service levels. You will manage tickets end to end, applying strong troubleshooting skills, sound judgement, and business awareness to resolve issues efficiently or escalate to internal IT teams or third\-party vendors when required. You will proactively identify and escalate incidents that could present operational, commercial, or reputational risk, ensuring service levels are maintained. The role also supports key IT processes including Joiners, Movers, and Leavers, IT asset management, and device provisioning, working closely with procurement to enable timely delivery of equipment. You will administer Microsoft 365 and SharePoint, managing user accounts, mailboxes, licenses, distribution groups, and intranet permissions, as well as supporting telephony and mobile device environments in line with company policies. In addition, you will provide hands\-on, on\-site support through production and operations floor walking, diagnosing and resolving hardware, software, and application issues on critical workstations. You will work independently on complex tasks, deliver additional objectives within agreed timescales, and contribute to a professional, customer\-focused IT service.

Required Qualification/Experience/Skills:

• Customer Service: ability to meet and strive to exceed the needs of internal and external

customers by producing quality work and service.

• Drive for results: able to go the extra mile to achieve tasks, objectives, and targets.


• Demonstrates good attention to detail across all areas of work.


• Teamwork: able to work together with colleagues to pool skills, ideas, and resources to

achieve objectives and resolve problems.

• Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up

with actions to rectify

• Planning and Organising: able to work to important deadlines and manage time effectively


• Strong verbal and written communication skills.


• Ability to comprehend and translate issues presented by business colleagues.


• Ability to understand and empathise with business colleagues concerns/issues, remaining

committed to providing quality results.

• Ability to establish relationships and maintain contacts with business colleagues.


• Effective in identifying gaps in available information required to understand a problem or

situation and ability to devise means of remedying such gaps.

• Persistently positive, customer first always attitude.


• Ability to analyse incidents/requests and determine either appropriate fix/fulfilment or

display requisite levels of ownership awareness to facilitate time reassignment or

escalation.

• Experience of Active Directory User \& Computer administration, including user, device, and

group management.

• Experience of working within an IT Service Desk.


• Experience of working within a Desktop Support team.


• Experience of working within an ITIL environment.


• IT Qualification desirable.


• Analytical and problem\-solving skills with the ability to diagnose and resolve issues.


• Ability to prioritise and manage own workload effectively, without detriment to business

needs.Company Benefits:

Competitive Salaries

26 Days Holidays plus Bank Holidays

24/7 Employee Assistance Programme

Enhanced Maternity/Paternity

Refer a Friend Scheme

Cycle to Work Scheme

Electric Car Scheme

Eye Tests

Free on\-site Parking

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