Service Desk Engineer

At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting‑edge digital solutions and next‑generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights.

The role holder will triage contacts made to the Service Desk, providing support and technical assistance to users across a range of technologies. This includes troubleshooting and resolving incidents, fulfilling requests within agreed service levels, escalating to other resolver groups and vendors where appropriate and ensuring the user is satisfied throughout the process. Initially, the role will focus on services delivered to one private healthcare company, but this role could expand in the future to cover other customers and sectors.

Responsibilities

• Responding to customer incidents and requests logged via email, portal, phone and walk‑ups.
• Ensuring incidents and requests are resolved within SLA by either fixing the incident themselves or escalating to other resolver groups and vendors where required.
• Administration of the problem management process.
• Ticket management of Incidents, Problems, and Requests within the Service Management Tool focusing on quality of updates within the tool.
• Focusing on the customer experience during all interactions with the Service Desk.
• Logging tickets from users contacting by phone after gathering the minimum data set required to progress the ticket.
• Logging tickets from users contacting in person to the Presidio office on site after gathering the minimum data set required to progress the ticket.
• Triaging and assigning tickets (including those logged automatically via email/portal).
• This may involve contacting the user to gather the minimum dataset required to progress the ticket.
• Assigning/confirming the priority following initial assessment.
• Managing the SLAs for those tickets resolved by the desk and supporting other Presidio teams.
• Ensuring the service management tool is always up to date and tickets have the correct status assigned.
• Checking tickets in an on‑hold status daily.
• Providing updates to customers on the progress of tickets.
• Issuing documented user guides where advice is requested from end users.
• Drafting and reviewing knowledge base articles.
• Customer satisfaction calls.
• Sending communications to the wider business where asked to.

Required Skills and Professional Experience

• A minimum of 2 years’ experience in IT support.
• Good working knowledge of Windows 7, 10, Windows Server, Active Directory, Exchange.
• Understanding of networking and troubleshooting hardware issues.
• Competent PC usage skills specifically Microsoft Office applications.
• Previous experience in a technical service desk in an outsourced environment where service levels applied desirable.
• Health care experience is desirable.
• Professional qualification such as CompTIA A+ Core is desirable.

Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI‑driven analytics, cloud solutions, cybersecurity, and next‑gen infrastructure, we enable businesses to stay ahead in an ever‑evolving digital world. Here, your impact is real. Whether you’re harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data‑driven transformation, you’ll be part of a team that is shaping the future.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades‑long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio’s expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward‑thinking solutions that drive strategic outcomes for clients globally.

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of colour, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.