IT Service Desk Engineer

TN United Kingdom; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Engineer to provide essential technical support. In this role, you will handle various IT incidents, ensuring a high degree of customer service while troubleshooting issues on LAN and Wi-Fi. You'll engage with 2nd and 3rd line support as needed, update documentation, and assist with hardware setups. This is a fantastic opportunity to join a team in a supportive environment that values learning and growth, offering competitive benefits and a chance to work in a flexible hybrid model.

Benefits

Perkbox discounts and rewards program

Company-matched pension scheme up to 5%

25 days holiday plus bank holidays

Your birthday off

Free annual travel insurance

Long service bonuses

Free eye tests

Flexible hybrid working trial

Cycle to work scheme

Discounted holidays and prize draws

Qualifications

• Basic IT literacy and troubleshooting skills are essential.
• Experience with Microsoft Operating Systems, especially Windows 10 & 11.

Responsibilities

• Provide 1st level technical support for IT incidents and requests.
• Monitor helpdesk queries and provide technical support as required.

Skills

IT Literacy

Troubleshooting Skills

Communication Skills

Microsoft Operating Systems

MS Office Experience

Tools

Active Directory

Microsoft Office 365

Remote Desktop Services

Microsoft SCCM

Job description

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What you’ll be doing

• Provide 1st level technical support for various IT incidents and requests.
• Handle queries raised either by phone, Teams, through the outsourced team or via our Service Desk portal.
• Monitor helpdesk queries and provide technical L1 support as required.
• Take ownership of incidents through to resolution.
• Maintain a high degree of customer service for all support queries and adhere to service management principles.
• Troubleshoot basic issues on the LAN, Wi-Fi, and network cable (patching).
• Understand and proactively operate the escalations procedure, engaging 2nd and 3rd line service desk, infrastructure/operation support teams in accordance with SLAs and processes.
• Update or create support documentation or knowledge base articles to assist team members and colleagues with self-help information.
• Build PCs/laptops and troubleshoot hardware problems.
• Provide desktop, printer, and phone support in a Windows 10/11/AD/Office environment.
• Deploy new IT equipment as part of migrations, movers, starters, and leavers processes.
• Be positive in undertaking any reasonable duties relevant to the position to ensure the department's success.

You will have

Essential

• A basic level of IT literacy.
• Basic troubleshooting and problem-solving skills.
• Basic knowledge of Microsoft-based Operating Systems, especially Windows 10 & 11.
• Good verbal and written communication skills.
• Experience with MS Office.
• Confidence working individually on-site.

Desirable

• Relevant IT Service Delivery or Desktop Support experience.
• Knowledge of User & Security Groups and Active Directory Administration.
• Experience with Microsoft Office 365, including permissions, calendar sharing, and delegation.
• Experience supporting desktops, laptops, multifunctional devices, and software within Windows OS/Active Directory environments.
• Basic TCP/IP knowledge.
• Remote Desktop Services experience.
• Microsoft SCCM familiarity.

Personal qualities

• Excellent written and verbal communication skills.
• Eager to learn.
• Ability to work independently and as part of a team.
• Attention to detail and good time management skills.
• Ability to work under pressure.
• Good organizational skills.
• Ability to prioritize workloads.

In return, you’ll receive

• Opportunity to work for the ‘Best Place to Work in Travel’ with like-minded colleagues.
• Competitive salary.
• Perkbox discounts and rewards program.
• Company-matched pension scheme up to 5%.
• 25 days holiday plus bank holidays (increases with service).
• Your birthday off.
• Free annual travel insurance, including family/partner.
• Long service bonuses.
• Free eye tests.
• Flexible hybrid working trial.
• Cycle to work scheme.
• Discounted holidays and prize draws.

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Location

Carrier – Didsbury

Department

IT

Job Title

IT Service Desk Engineer

City

Didsbury

Country

United Kingdom