Customer‑First IT Service Desk Engineer (Hybrid)

Waterstons; Glasgow; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Unlimited holiday

Private medical Insurance

EV car scheme

Sponsored training

Flexible benefits

Job summary

Waterstons is seeking a Service Desk Engineer to join our client-facing IT support team. You will help keep customers informed and reassured while delivering high-quality technical support across a range of technologies.

We value a customer-first mindset, strong troubleshooting skills, and a collaborative approach. The role offers hybrid working with occasional office attendance in Scotland and international collaboration with our global team.

Qualifications

• At least 2+ years in IT
• Knowledge of ITIL and incident management processes
• Strong troubleshooting and customer-facing communication skills

Responsibilities

• Act as the technical escalation point and guide junior team members
• Deliver high-quality technical support ensuring an excellent customer experience
• Keep customers informed throughout the lifecycle of their tickets
• Apply ITIL principles for reliable service delivery
• Take ownership to ensure timely resolution
• Help improve, test, and document processes
• Collaborate with other teams to deliver a seamless customer experience

Skills

ITIL knowledge

Customer focus

Troubleshooting

Tools

Cisco switches

VMware

Hyper-V

Windows Server

Active Directory

Job description

Waterstons is seeking a Service Desk Engineer to join our client-facing IT support team. You will help keep customers informed and reassured while delivering high-quality technical support across a range of technologies.

We value a customer-first mindset, strong troubleshooting skills, and a collaborative approach. The role offers hybrid working with occasional office attendance in Scotland and international collaboration with our global team.