At a Glance
- Tasks: Deliver exceptional customer support and resolve technical issues with a proactive approach.
- Company: Join a friendly IT consultancy that values curiosity and problem-solving.
- Benefits: Enjoy unlimited holidays, private healthcare, and flexible working options.
- Other info: Collaborative environment with opportunities for growth and development.
- Why this job: Make a real impact by helping clients navigate technology challenges.
- 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 employer: Waterstons Limited
At Waterstons, we pride ourselves on being a supportive and flexible employer that values curiosity and collaboration. Our commitment to employee growth is evident through our sponsored training opportunities and a generous unlimited holiday policy, ensuring a healthy work-life balance. With a friendly culture and a focus on doing meaningful work, you'll find yourself in an environment where you can thrive both personally and professionally, all while contributing to the success of our diverse clients.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer service and technical support. We want you to shine, so role-play with a friend or use online resources to get comfortable with your responses.
✨Tip Number 3
Show off your passion for technology! During interviews, share examples of how you've used tech to solve problems or improve processes. This will demonstrate your commitment to delivering exceptional customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Waterstons, where we value curiosity and collaboration.
We think you need these skills to ace Service Desk Engineer
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 from your past roles.
Demonstrate Your Technical Skills:Since we’re looking for someone with a solid IT background, don’t hold back on showcasing 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.
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 to join 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.
✨Understand ITIL Principles
Familiarise yourself with ITIL principles as they are crucial for this role. Be prepared to explain how you’ve applied these principles in your previous roles to ensure consistent and reliable service delivery.
✨Show Your Collaborative Spirit
This position requires working closely with other teams, so think of times when you’ve successfully collaborated with colleagues. Highlight your ability to work in a team and how you contribute to a seamless customer experience.
