Job Description
As an IT Service Desk Engineer, you will play a key role in delivering high‑quality technical support across a broad range of technologies, with a strong focus on Microsoft 365, Intune, Azure, and modern device management. You will act as a trusted point of contact for users, providing clear, friendly, and effective support while ensuring issues are resolved efficiently and to a high standard.
You will handle a wide variety of technical tasks, from day‑to‑day troubleshooting and user administration through to more advanced work such as networking queries, SharePoint administration, and device deployments. With experience supporting both internal teams and external clients, you will bring a calm, people‑focused approach to problem solving and maintain strong working relationships with colleagues, vendors, and customers.
The role also involves contributing to small‑scale projects, such as laptop rollout programmes, Windows upgrade audits, and improvements to internal processes. You will have opportunities to mentor junior team members, share knowledge, and help shape best practice within the service desk.
Key Responsibilities
- Provide 1st and 2nd line support across a wide range of technologies, including Microsoft 365, Azure, Intune, and networking.
- Manage daily ticket queues, resolving 20+ tickets per day while maintaining excellent service levels.
- Handle user onboarding, account creation, permissions, and device setup.
- Troubleshoot complex issues including VPN faults, VLAN changes, Firewall queries, and general networking problems.
- Act as a point of contact for SharePoint queries, including permissions, site creation, and guest access.
- Support project work such as laptop deployments, Windows upgrade audits, and hardware builds.
- Provide training and guidance to new starters and junior team members.
- Build strong rapport with users, ensuring they feel supported and understood.
- Maintain accurate documentation and asset records using RMM tools.
