Service Desk Engineer in Romsey

Roke is a world-class engineering and technology company, with a trusted and long-standing record of delivery spanning research & development, products, managed-services and consultancy, serving customers across the globe. The markets Roke operates in are broad, but they are frequently crosscutting at engineering and delivery levels; markets include defence, national security, public-sector and commercial industries, with diversity being at the centre of Roke’s strategy.

The Service Desk Engineer plays a key role in coordinating and delivering high‑quality support to customers across the UK and international locations. The role involves regular communication with internal teams, customers, and suppliers to ensure efficient service delivery and consistently high levels of customer satisfaction to drive sustainable and profitable business growth.

• The primary point of contact: managing incoming queries via phone/email/Portal, troubleshooting hardware/software, responding to Service requests, and escalating complex issues. Liaising with customers to build relationships.
• Incident, Problem & Request Management: Logging, capturing data related to the issue, diagnosing, and resolving technical issues (incidents) and fulfilling user requests (e.g., software installs). Ensure all issues / requests are logged in the ITSM tool, then kept up to date for reporting purposes and trend analysis. Providing users with guidance on operations, and supporting them with Known Error workarounds. Take ownership of customer requests, issues, and get-well plans, following them through to resolution, and supporting post incident reviews. Follow up actions in a timely manner and provide regular customer updates to meet promises made.
• Responsible for all L1/L2 support issues, offering a depth of knowledge to customers on Electromagnetic Warfare (EW) products at point of contact.
• Monitoring & Escalation: Track system performance and elevate critical, unresolved issues to specialized teams. Maintain high levels of incident ownership throughout the Incident Lifecycle to a satisfactory customer resolution.
• Communication: Act as the bridge between users and IT specialists, keeping users informed on ticket status. Collaborate with internal (liaising with Sales, Engineering, QA, Logistics, Trade and Compliance) and external stakeholders to ensure alignment of services with customer needs and expectations.
• Documentation: Creating and maintaining knowledge base articles to improve customer self-service and troubleshooting efficiency.
• Trend Analysis & Continuous improvement: Analysing data to enhance IT services and reduce downtime. Continuously improving Service Support and Service Delivery processes to meet business needs.
• Reporting: Provide statistics and service reports for internal and customer facing service reviews.
• Change Management: Establish and then manage the customer facing Change Management processes, linking into asset and configuration management as well as TechPubs.
• Release & Deployment Management: Provide customers with details of new s/w releases and patches, providing them with access to the releases, maintaining the release register, and adhering to the relevant export contracts required.
• Promote the Roke brand and products so customers, partners and suppliers value our honesty and integrity, and have confidence in our ability to successfully meet their needs.
• Always fully complying with Roke’s published policies and procedures.
• Undertake such other reasonable duties (such as training needs analysis), commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.

• Degree or HND/HNC qualified in a relevant field
• Served in the 14 Signal Regiment.

• Electronic Warfare experience within the MoD (14 Signal Regiment)
• Experience in the service support of low volume, high value, products and systems in a highly regulated environment.
• Awareness of ITIL (v3 or v4).

Your work will typically be working from Romsey.

We have a competitive salary and access to a number of additional flexible benefits, which will cover Health and Wellbeing, Savings and Protection and Life, Leisure and Entertainment. Roke has a great community of groups with shared interests. These enable people to share ideas and be passionate about tools, technologies and techniques, which interest them. We are committed to a policy of Equal Opportunity, Diversity and Inclusion. Our working environment is friendly, creative and inclusive and support a diverse work-force and those with additional needs.

Due to the nature of this position, we require you to be eligible to achieve DV clearance. As a result, you should have resided in the UK for the last 10 years.