Dynamic IT Support & Service Desk Engineer

AWD online; Birkenhead; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

Pension

Holiday entitlement

Flexible hours

Bank holidays

Job summary

AWD Online seeks an IT Support Engineer / Service Desk Analyst to deliver hands‑on technical support that keeps colleagues connected, productive and secure. You’ll handle 1st/2nd line incidents, manage queues, and support service transitions across hardware, software and infrastructure.

Based in Birkenhead, this full‑time, office‑based role requires ITIL accreditation or willingness to study, experience with Windows incidents, and strong customer service within a Service Management Framework.

Qualifications

• ITIL Service Management Foundation accreditation or willingness to study.
• Experience in IT environment and incident management.
• Experience handling Windows-related incidents in a business environment.
• Knowledge of IT infrastructure and end-user services.
• Ability to deliver excellent customer support within a Service Management Framework.
• Willingness to collaborate across functions when new processes are introduced.
• Able to undertake physical activity associated with moving IT equipment.
• Background checks required.

Responsibilities

• Resolve local infrastructure incidents and handle support requests.
• Diagnose and resolve issues affecting local systems, applications, infrastructure and end-user services.
• Maintain accurate IT asset databases and documentation.
• Install, configure and administer hardware and software components.
• Liaise with stakeholders, vendors and partners on changes and problem resolution.
• Provide technical advice for local IT projects and service transitions.
• Support IT equipment relocations and provide on-site or remote assistance to other offices.

Skills

ITIL Foundation

Incident management

Windows support

Customer service

Team collaboration

Job description

AWD Online seeks an IT Support Engineer / Service Desk Analyst to deliver hands‑on technical support that keeps colleagues connected, productive and secure. You’ll handle 1st/2nd line incidents, manage queues, and support service transitions across hardware, software and infrastructure.

Based in Birkenhead, this full‑time, office‑based role requires ITIL accreditation or willingness to study, experience with Windows incidents, and strong customer service within a Service Management Framework.