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- Tasks: Provide hardware and software support while managing IT service requests and incidents.
- Company: Join a dynamic team in Bournemouth with a focus on innovation and collaboration.
- Benefits: Gain valuable experience, develop new skills, and enjoy a supportive work environment.
- Why this job: Make a real difference by helping colleagues with tech challenges every day.
- Qualifications: 2+ years of desktop support experience and strong customer service skills required.
- Other info: Opportunities for career advancement and continuous learning in a fast-paced environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Must have: O365, Active Directory, SCCM.
Nice to have: Intune, McAfee, Citrix, Zscaler, Tenable, CrowdStrike, Fuze, Zoom, Asset Management System, JIRA, Service Now, Adobe products.
As a Desktop Support Engineer, you will be based full‑time in our office in Bournemouth, providing colleagues with hardware, software and infrastructure support. You will work within the End User Computing Team, collaborating with other IT Support Teams to deliver second‑ and third‑line operational support, including client, desktop, local server and network support, end‑user training, timely incident and service request resolution, and technical project support for the PMO. You will also manage the lifecycle of End User Computing devices – reception, configuration, provisioning, software installation (unpackaged apps), recovery, disposal, CMDB maintenance and low‑level comms room support.
You’ll be joining a network of experienced, innovative and dedicated professionals across multiple teams and countries. There are countless opportunities to learn new skills and advance your career, and we’ll provide the support you need to do just that.
Experience & Qualifications
- Demonstrable knowledge of build systems on SCCM and Intune mobile device management as a technically skilled Deskside Support Engineer.
- Engaging and customer‑focused attitude with proven customer service skills.
- Exceptional verbal and written communication skills – ability to convey technical information clearly to non‑technical stakeholders while setting expectations and providing reassurance.
- Confidence, determination, resilience and a can‑do attitude needed to multi‑task and self‑manage in a constantly changing environment.
- Logical, structured approach to troubleshooting complex environments.
- Experience working with wider IT teams in an ITIL‑driven environment (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management).
- Minimum of 2 years’ deskside support experience, with demonstrable knowledge of the asset lifecycle including builds, deployments, returns and decommissioning.
Day to Day Responsibilities
- Effectively and efficiently manage support tickets logged in the ITSM tool according to defined key performance indicators to enable effective service management.
- Take ownership of support tickets and provide regular updates to users and other IT support teams, escalating issues when required.
- Contribute to and maintain technical documentation in the knowledge management database.
- Drive service improvement by developing documentation detailing processes and procedures.
- Proactively investigate problems, identify workarounds, fixes and root causes, and support Disaster Recovery activities as required.
- Manage relationships with users, colleagues in other IT support teams and third‑party partners.
- Engage with the Service Delivery Team and third‑party service providers.
- Proactively support major incident management to restore impacted systems as quickly as possible.
The above list of key accountabilities is not an exhaustive list and may change from time to time based on business needs.
Desktop Support Engineer employer: Edenhale
Contact Detail:
Edenhale Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Engineer
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local tech meetups or online webinars related to desktop support. You never know who might have a lead on your next job!
✨Tip Number 2
Practice your interview skills! Mock interviews can help you feel more confident when discussing your experience with O365, Active Directory, and SCCM. Remember, it’s all about showcasing your problem-solving skills and customer-focused attitude.
✨Tip Number 3
Don’t just apply for jobs; tailor your approach! When you find a role that excites you, make sure to highlight your relevant experience and skills in your conversations. Show them why you’re the perfect fit for their team!
✨Tip Number 4
Check out our website for openings! We’re always looking for talented individuals like you. Applying directly through our site can give you an edge, as we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Desktop Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with O365, Active Directory, and SCCM. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Desktop Support Engineer role. Share specific examples of how you've tackled similar challenges in the past.
Show Off Your Communication Skills: Since you'll be working with non-technical stakeholders, it's crucial to demonstrate your ability to communicate complex ideas clearly. We love candidates who can break down tech jargon into simple terms!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Edenhale
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of O365, Active Directory, and SCCM. Be ready to discuss how you've used these tools in past roles, as well as any challenges you've faced and how you overcame them.
✨Show Off Your Customer Service Skills
As a Desktop Support Engineer, you'll be interacting with colleagues regularly. Prepare examples that showcase your customer service skills, especially how you've communicated technical information to non-technical users. This will demonstrate your ability to engage effectively with different stakeholders.
✨Prepare for Troubleshooting Scenarios
Expect to be asked about your troubleshooting process. Think of specific examples where you successfully diagnosed and resolved complex issues. Highlight your logical approach and how you manage multiple tasks in a fast-paced environment.
✨Familiarise Yourself with ITIL Practices
Since the role involves working in an ITIL-driven environment, it’s crucial to understand key concepts like Incident, Problem, and Change Management. Be prepared to discuss how you've applied these principles in your previous roles or how you would approach them in this position.
