At a Glance
- Tasks: Deliver exceptional customer support and resolve technical issues for diverse clients.
- Company: Join a friendly IT consultancy that values curiosity and problem-solving.
- Benefits: Enjoy unlimited holidays, flexible working, and a competitive salary.
- Other info: Collaborative culture with opportunities for growth and development.
- Why this job: Make a real impact while working with cutting-edge technology in a supportive environment.
- Qualifications: 2+ years in IT, knowledge of ITIL, and strong troubleshooting skills.
The predicted salary is between 30000 - 40000 € per year.
Who you’ll be joining
We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients. We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons. Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.
What You’ll Be Doing
We’re looking for a Service Desk Engineer who is passionate about delivering exceptional customer experiences above all else. Our clients rely on us to keep them informed, supported, and confident in the service they receive, so we’re seeking someone who naturally puts the customer at the heart of everything they do. You’ll communicate clearly and proactively throughout every stage of a ticket, ensuring clients always feel valued and reassured. Alongside this customer‑first mindset, you’ll bring a love for technology, a collaborative approach, and a genuine interest in continual improvement as you support our diverse range of clients across our expanding global team. We offer hybrid working, giving you flexibility in your place of work, but we do strongly encourage regular office attendance in either our Durham or Glasgow office, where possible. Shifts are 9.5 hours, working with the Australian team. This includes working one weekend in four and public holidays. The UK team's coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.
Day-to-day responsibilities
- Act as a technical escalation point and support junior team members through guidance and knowledge sharing.
- Deliver high‑quality technical support that reflects our commitment to exceptional customer experience.
- Keep customers clearly and proactively informed throughout the lifecycle of their tickets.
- Apply ITIL principles to ensure consistent, reliable, customer‑focused service delivery.
- Take ownership of issues to ensure timely, effective resolution.
- Contribute to the improvement, testing, and documentation of processes that enhance service quality.
- Work collaboratively with other teams to provide a seamless, joined‑up customer experience.
Some of the skills we are looking for
Essential- At least 2+ years of experience within the IT industry.
- Knowledge of the ITIL framework, an understanding of how to prioritise work and major incidents, and the ability to display your troubleshooting skills.
During your time on our Service Desk you will be exposed to a wide range of technologies, where experience is desirable. Below is an example of the types of technologies that you will see on a day‑to‑day basis:
Infrastructure: Cisco, HP & Dell Switches/ Cisco ASA / VMware / Veeam / Hyper‑V / NAS / SAN StorageTelephony: Microsoft Teams / Mitel
Servers: Windows Servers / Active Directory (Group Policy/Login Scripts) / Exchange / SCCM / PowerShell
Desktops: Windows / MacOS
Cloud: Microsoft 365 Administration/ Exchange online / Azure / AWS / Intune
How We Take Care of You
As well as offering a competitive salary, we have an attractive benefits package including:
- A healthy work life balance with flexible and agile working being the norm.
- Unlimited holiday allowance.
- EV car scheme (salary sacrifice).
- Room to grow with supported development opportunities and sponsored training.
- Enhanced family policies.
- If you ever need it, company sick pay and life assurance.
- Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance.
- Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work.
We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries. Waterstons is committed to creating an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to ‘bring their whole selves’ to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.
Service Desk Engineer in North East employer: Waterstons Limited
At Waterstons, we pride ourselves on being a supportive and flexible employer that values curiosity and collaboration. Our commitment to exceptional customer service is matched by our dedication to employee wellbeing, offering unlimited holidays, private healthcare, and opportunities for professional growth. With a friendly work culture and a focus on inclusivity, we create an environment where you can thrive while making a meaningful impact in the IT consultancy space.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in North East
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. Understanding their values and how they operate will help you connect with them during the conversation.
✨Tip Number 2
Practice your problem-solving skills! Since they’re looking for someone who can get to the heart of a problem, think of examples from your past experiences where you’ve tackled challenges head-on. Be ready to share these stories!
✨Tip Number 3
Show off your tech knowledge! Brush up on the technologies mentioned in the job description. Being able to discuss your experience with tools like Microsoft Teams or Azure will definitely impress them.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team or projects. This shows you’re genuinely interested and helps you figure out if it’s the right fit for you.
We think you need these skills to ace Service Desk Engineer in North East
Some tips for your application 🫡
Show Your Passion for Customer Service:Make sure to highlight your commitment to delivering exceptional customer experiences. We want to see how you put the customer at the heart of everything you do, so share specific examples that showcase your customer-first mindset.
Demonstrate Your Technical Skills:Since we’re looking for someone with a solid IT background, don’t hold back on detailing your technical expertise. Mention any relevant technologies you've worked with and how they relate to the role of a Service Desk Engineer.
Be Clear and Concise:When writing your application, clarity is key! Use straightforward language and structure your thoughts logically. This will not only make it easier for us to read but also reflect your communication skills, which are crucial for this role.
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’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Waterstons Limited
✨Know Your Tech
Brush up on the technologies mentioned in the job description, like Cisco, VMware, and Microsoft 365. Be ready to discuss your experience with these tools and how you've used them to solve problems in the past.
✨Customer-Centric Mindset
Since the role is all about delivering exceptional customer experiences, think of examples where you’ve gone above and beyond for a client. Prepare to share stories that highlight your proactive communication and problem-solving skills.
✨Familiarise with ITIL Principles
Understanding ITIL is crucial for this position. Make sure you can explain how you’ve applied ITIL principles in your previous roles, especially in prioritising work and managing incidents effectively.
✨Show Your Collaborative Spirit
This role requires working closely with other teams. Think of instances where you’ve collaborated successfully with colleagues or other departments to enhance service delivery. Highlight your teamwork skills during the interview.
