Customer‑First IT Service Desk Engineer (Hybrid)

Waterstons; North East; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Flexible working

EV car scheme

Training sponsorship

Private medical insurance

Cycle to work

Season ticket loan

Job summary

Waterstons in the UK is seeking a Service Desk Engineer who places the customer at the heart of everything they do. You will deliver high‑quality technical support across multiple clients, communicate proactively throughout tickets, and contribute to continual service improvement within a collaborative, global team.

This hybrid role involves shift work with the Australian team, occasional weekends, and a £2.5k shift allowance.

Qualifications

• At least 2+ years of experience within the IT industry.
• Knowledge of the ITIL framework and incident management.
• Strong troubleshooting, communication and customer‑focused mindset.

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.

Job description

Waterstons in the UK is seeking a Service Desk Engineer who places the customer at the heart of everything they do. You will deliver high‑quality technical support across multiple clients, communicate proactively throughout tickets, and contribute to continual service improvement within a collaborative, global team.

This hybrid role involves shift work with the Australian team, occasional weekends, and a £2.5k shift allowance.