Senior IT Service Desk Engineer

We are seeking an experienced Senior IT Service Desk Engineer to join a busy and collaborative IT department. This role forms part of a wider IT support function, providing advanced technical assistance to staff, students, and stakeholders across the organisation. The successful candidate will be responsible for resolving complex technical issues, contributing to infrastructure and service improvements, and supporting the reliable delivery of day-to-day IT operations. This is a key technical position that combines hands-on support, project involvement, and service enhancement activities. The role offers the opportunity to work across a broad range of technologies while acting as a senior escalation point within the IT team. In addition to technical support responsibilities, the post-holder will contribute to ongoing projects, process improvements, knowledge sharing, and the mentoring of junior team members. A proactive, customer-focused approach and a genuine enthusiasm for helping people solve technical challenges are essential.

Key Responsibilities

• Provide advanced 3rd-line technical support for complex incidents and service requests.
• Act as an escalation point for Service Desk engineers and other IT team members.
• Troubleshoot and resolve hardware, software, network, and systems-related issues.
• Support and maintain a range of technologies including Windows operating systems, Microsoft 365, telephony systems, mobile devices, cloud services, and specialist applications.
• Assist with the implementation, configuration, and maintenance of IT infrastructure and services.
• Contribute to IT projects, system upgrades, and technology deployments.
• Monitor and improve service desk processes, procedures, and documentation.
• Maintain accurate records of incidents, requests, and technical solutions.
• Collaborate with internal teams and external suppliers to ensure effective service delivery.
• Mentor and support junior engineers, sharing technical knowledge and best practices.
• Identify opportunities for service improvement and contribute to the development of IT standards and processes.

Person Specification

Essential Requirements

• Proven experience in a senior IT support or Service Desk role.
• Strong experience providing 2nd and 3rd-line technical support.
• Excellent troubleshooting and problem-solving skills.
• Experience supporting Windows 10/11 environments.
• Strong knowledge of Microsoft 365 and associated cloud technologies.
• Experience supporting mobile devices, telephony systems, and end-user hardware.
• Understanding of networking principles and IT infrastructure.
• Ability to manage multiple priorities and work effectively under pressure.
• Excellent communication and customer service skills.
• Experience creating and maintaining technical documentation.
• Ability to work independently while contributing effectively within a team environment.

Desirable Requirements

• Experience working within higher education, education, or similar multi-user environments.
• Exposure to cloud infrastructure and modern workplace technologies.
• Experience supporting specialist software platforms and applications.
• Knowledge of IT service management frameworks and best practices.
• Experience mentoring or coaching junior technical staff.
• Relevant industry certifications such as Microsoft, CompTIA, ITIL, or equivalent.

What We Offer

• A permanent, full-time position within a supportive and collaborative environment.
• Opportunities for professional development and technical specialisation.
• Exposure to a diverse range of technologies and projects.
• The chance to contribute to service improvements and strategic IT initiatives.
• A varied role supporting a wide user community and complex technical environment.

Diversity and Inclusion

We are committed to creating an inclusive and welcoming workplace where everyone is treated with dignity and respect. Applications are encouraged from suitably qualified candidates from all backgrounds. Recruitment decisions are based solely on skills, experience, qualifications, and the requirements of the role.