Senior Service Desk Engineer

What does the role involve? 

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  Delivering high-quality, responsive, and customer-focused IT support to business users across the organisation.  

  
  

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  Leading by example within the Service Desk team and collaborating closely with other technology teams to deliver effective IT solutions.  

  
  

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  Taking ownership of infrastructure and support processes for both new and existing solutions, ensuring stability, reliability, and continuous improvement.  

  
  

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  Identifying opportunities to improve systems, processes, and ways of working, while driving positive changes across the environment.  

  
  

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  Prioritizing and managing support requests effectively to maintain excellent service delivery and customer satisfaction.  

  
  

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  Maintaining clear and accurate IT documentation, knowledge base articles, and support resources.  

  
  

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  Troubleshooting and resolving complex technical issues with a calm, professional, and solution-focused approach.  

  
  


• Mentoring and supporting team members by sharing knowledge and helping build team capability and confidence.

The ideal applicant will have: 

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  4+ years’ experience in an IT Service Desk, Desktop Support, or similar role within a large and complex enterprise environment.  

  
  

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  A genuine passion for Information Technology and delivering outstanding customer support, with a strong focus on problem solving and continuous improvement.  

  
  

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  Strong analytical and troubleshooting skills, with a logical and methodical approach to resolving technical issues.  

  
  

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  Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical users.  

  
  

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  A collaborative mindset and positive attitude, with a willingness to support teammates, share knowledge, and contribute to a strong team culture.  

  
  

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  A proactive approach to learning new technologies and mentoring others to help build overall team capability.  

  
  

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  High attention to detail and the ability to manage a broad range of support activities in a fast-paced environment.  

  
  

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  Experience with incident management, troubleshooting, escalation, and service request fulfilment.  

  
  

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  Experience working with ITSM/ticketing platforms such as ServiceNow, Jira, ManageEngine, or similar service desk tools. 

  
  


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  Hands-on experience supporting with

  
  
  
  

  
  

  
  
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    Supporting Windows 11, Active Directory, and Microsoft 365 environments. 

    
    
  
  

  
  

  
  

  
  

  
  
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    ITSM platforms and processes. 

    
    
  
  

  
  

  
  

  
  

  
  
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    Endpoint Management, Software packaging and software deployments. 

    
    
  
  

  
  

  
  

  
  

  
  
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    Microsoft Modern Workplace technologies. 

    
    
  
  

  
  

  
  
  
  
  
  

  
  

  
  
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    Meeting room technologies including Microsoft Teams Rooms 

    
    
  
  

  
  

  
  
  
  

•  IT tertiary qualifications and/or relevant industry certifications are desirable.