Customer-First Service Desk Engineer (Hybrid)

Waterstons; Glasgow; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Flexible working

EV car scheme

Sponsored training

Enhanced family policies

Sick pay and life assurance

Wellbeing programme and private health

Dental/eye care & cycle to work

Job summary

Waterstons in Glasgow is seeking a Service Desk Engineer who puts customers first, delivering clear, proactive support across tickets while collaborating with our global team.

This hybrid role requires 2+ years in IT, knowledge of ITIL, and a passion for resolving issues quickly. Regular shifts with Australia overlap, a £2.5k shift allowance, and a strong benefits package.

You’ll help improve processes, document solutions, and share knowledge to raise service quality.

Qualifications

• Minimum 2+ years in the IT industry.
• Experience delivering technical support to customers.
• Knowledge of ITIL best practices and incident management.

Responsibilities

• Act as a technical escalation point and support junior team members.
• Deliver high‑quality technical support reflecting exceptional customer experience.
• Keep customers informed throughout ticket lifecycles.
• Apply ITIL principles to ensure reliable service delivery.
• Own issues to ensure timely resolutions.
• Contribute to process improvements and documentation.
• Collaborate with other teams to provide a seamless customer experience.

Skills

ITIL framework

Customer support

Job description

Waterstons in Glasgow is seeking a Service Desk Engineer who puts customers first, delivering clear, proactive support across tickets while collaborating with our global team.

This hybrid role requires 2+ years in IT, knowledge of ITIL, and a passion for resolving issues quickly. Regular shifts with Australia overlap, a £2.5k shift allowance, and a strong benefits package.

You’ll help improve processes, document solutions, and share knowledge to raise service quality.