Service Desk Support Engineer - UK

Service Desk Support Engineer – UK

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next‑generation technology to each business challenge.

Responsibilities

• Deliver high quality IT support service in line with targeted SLA’s with professional ticket handling in the company’s CRM system and excellent communication with end‑users. Ability to work under pressure in a fast‑paced environment.
• Possess strong customer service, analytical, and problem resolution skills.
• Strong communication skills; Excellent English (written and spoken).
• Ability to be empathic and sympathetic to our users.
• Capture all interactions and ticket resolutions within our ticketing system (ServiceNow) to aid trending and continual service improvements.
• Categorise tickets based on ITIL principles (Incidents and Service Requests).
• Take ownership of customer issues ensuring the tickets are resolved within a timely manner.
• Troubleshoot issues remotely which may include laptops, desktops, Macs, monitors, docking stations, mobile phones and printers.
• Responsible for daily activity management including activities covering: backup services, raising/resolving issues with the backup jobs.
• Look to resolve a high volume of calls at first point of contact.
• Escalate tickets to our deskside support teams where a remote resolution is not possible.
• Reviewing and implementing user, server and network change requests.
• Follow high severity and major incident procedures.
• Collect necessary information to escalated tickets to the relevant support teams when necessary.
• Contribute to the Knowledge‑base when new work instruction or fixes are identified.
• Familiar with Intune device management.

Requirements

• Good technical understanding and experience.
• Able to cope with multiple problems in a calm and professional manner.
• Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
• Good verbal communication skills.
• Work well in a team and enjoy helping others.
• Friendly and approachable.
• Precision, professionalism, perfectionism, flexibility, passion for new technologies and a pragmatic approach.
• Flexibility in working hours is vital to this position: You will be required to work in a rotating shift pattern.
• Occasional travel to customer sites in UK and Ireland may be required.

Desirable

• Working knowledge of ITIL processes.
• Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server.

What’s In It For You

Accenture offers a competitive basic salary with 25 days’ vacation per year, private medical insurance and three extra days leave per year for charitable work of your choice. Flexibility and mobility are required to deliver this role as there may be requirements to spend time onsite with our clients and partners.

Equal Employment Opportunity Statement

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law. Accenture reserves the right to close the role prior to this date should a suitable applicant be found. Closing Date for Applications: 25/02/2026.