Service Desk Engineer

Location: Middlesbrough (Onsite)

Do you want to help shape software that affects thousands of lives? We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle. Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion. We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business.

The Role: As a Service Desk Engineer, you provide the first line of technical support and customer service to our colleagues across Causeway. The service desk provides a single point of contact for users to report incidents and request services. Your primary responsibilities will be to respond to technical support related inquiries, issues and requests raised by our users, ensuring they receive timely and effective assistance, through to a successful resolution. This will involve logging tickets, resolving them when possible, escalating if necessary, whilst keeping users informed on the progress of their tickets. The role will report to the Head of Support Services.

Responsibilities:

• Manage incoming support queries via the service desk portal, email or walk‑up in a professional and courteous manner.
• Diagnose and troubleshoot issues and problems with hardware, software and systems in accordance with incident management processes, providing guidance to users as needed until the issue is resolved.
• Provide initial responses to users within agreed response times.
• For more complex issues, escalate these to appropriate teams and collaborate with those teams to ensure the customer receives seamless support and service delivery.
• Manage the creation and deletion of identities and accounts, granting and removing access to systems.
• Carry out and assist in the training of users on IT systems and tools, as part of user inductions and to help promote best practices for technology use.
• Maintain a good level of understanding and knowledge of Causeway’s systems ensuring that queries can be dealt with accurately and appropriately.
• Update internal administration systems, including but not limited to technical documentation, system diagrams and help manuals, to ensure that all members of the team can support and administer business systems.
• Manage the issuing of IT software licences to ensure that the business is correctly licensed, reporting any anomalies to an IT manager.
• Raise or approve orders for IT purchases in accordance with Causeway’s procurement process.
• Create and update an inventory of hardware, software and IT equipment issued to employees or departments, to ensure an accurate record of company owned IT assets is maintained.
• Monitor adherence to service level agreements, call queues, response times and escalation process ensuring prompt follow up and ownership.
• Identify and create pre‑approved/automated workflows to provide self‑service options for areas of frequent change.

The Essentials We Need From You:

• A personal dynamic of wanting to help others.
• Previous experience in a service desk or technical support role is preferred, along with familiarity with ticketing systems and remote support tools.
• Customer focussed with a commitment to providing excellent customer service and a positive user experience.
• Take ownership being collaborative to support resolutions and mitigation through identifying root causes.
• Understanding of Windows operating systems, Microsoft Office tools, hardware components, and common software applications.
• Experience of end user device configuration management (SCCM, Intune, Group Policy).
• Knowledge of Android Mobile Devices and some Apple Laptops/Phones.
• Knowledge of networking.
• Good communicator with strong verbal and written skills: you should be able to explain technical concepts in an easy‑to‑understand way to a non‑technical audience.
• Excellent analytical skills with the ability to troubleshoot and resolve technical issues effectively.
• Understanding and operating within service level agreements, targets and meeting KPI’s.

Desirable Skills:

• Knowledge of networks, communication protocols and virtualisation technology such as VMWare.
• Understanding of SaaS and hosted applications.
• Understanding of Linux (RedHat preferable).

What you get from us: If you’re looking to build an exceptional career with an award-winning company you’ve come to the right place. We believe everyone at Causeway has a vital role to play in our success. Causeway is fuelled by curiosity and is a place for people who beam with positivity and burn with ambition. Our team is everything, so we’ll take good care of you. In fact, we give well‑being the same priority as our other business goals. We’re strong advocates of work‑life balance, offering hybrid working alongside the opportunity to work from modern, collaborative offices.

Our Values:

• We are United. As part of a team, we’re better together.
• We are Agile. Be the change, we’re on a journey.
• We are Trusted. Do the right thing, we own this.
• We are Driven. Get stuck in, we make it happen.

Benefits:

• 25 days annual leave + public holidays, increasing with length of service.
• 4% matched pension.
• Income protection and life assurance.
• Access to our award‑winning benefits platform.
• We take mental health seriously and have a dedicated EAP available 24/7.
• £100 allowance towards a fitness club.
• Dell discounts.
• Private Medical Insurance.
• Paid study leave + volunteering days.
• Car Scheme.

Like all responsible companies, Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year‑on‑year.