IT Service & Infrastructure Engineer

TN United Kingdom; Lincoln; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a proactive individual for their IT Service Desk. This role involves providing first-line support, managing service requests, and ensuring optimal performance of IT services. You'll assist end-users with hardware and software issues, contribute to service improvements, and support the rollout of IT projects. With a focus on collaboration and communication, this position offers a dynamic environment where your contributions will enhance user experiences and operational efficiency. Join a team that values flexibility, professional growth, and community involvement.

Benefits

Holiday allowance

Pension

Enhanced parental leave

Flexible benefits

Learning and development opportunities

Community involvement

Environmental initiatives

Qualifications

• Experience in a busy IT support environment.
• Knowledge of computer hardware and OS systems.

Responsibilities

• Manage service requests, incidents, and problems from start to finish.
• Support hardware, software, access issues, and internal applications.

Skills

ITIL processes

Technical support

Problem-solving

Communication skills

Attention to detail

Education

GCSE Maths and English

ITIL Foundation certification

Tools

MySQL

Microsoft Office

VOIP systems

Job description

Social network you want to login/join with:

col-narrow-left

Client:

PIB Group

Location:

Lincoln, United Kingdom

Job Category:

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

Job Views:

4

Posted:

29.04.2025

Expiry Date:

13.06.2025

col-wide

Job Description:

The Role:

We are looking for a proactive individual to provide first line support and assist with the closure of all service requests, problems and incidents that relate to IT services and infrastructure. This includes:

• End-User Computing (EUC)
• Hardware & Logistics
• Application Support
• Managed Print Services
• Identity Access Management
• Email
• File Management

The primary objective of the IT Service Desk is to ensure the performance and cost-effectiveness of our technology, application, and infrastructure solutions. This involves promptly identifying and resolving outages or performance issues, providing first-line support to end-users, and ensuring minimal disruption to business operations.

In addition, this role will also provide IT support and administration to all back-office systems, including bespoke Insurance and Referencing systems. You will oversee desktop environments for the Group and offer technical assistance to external customers, primarily letting agents and landlords.

Furthermore, the role encompasses active participation in the continuous rollout of Service Desk projects, supporting the Service Desk Manager and Infrastructure team as needed.

The IT Service Desk operates between the hours of 08:30 and 17:30 Monday to Friday with Saturday cover from 09:00 to 14:00 on a rotational basis (overtime paid).

Responsibilities:

• Manage service requests, incidents, and problems from start to finish, including logging, prioritising, responding, updating, and resolving.
• Support hardware, software, access issues, and internal applications.
• Adhere to SLAs, escalate issues appropriately, and address trends to improve user experience.
• Execute equipment onboarding and offboarding processes per policies.
• Maintain auditing, monitoring, and reporting mechanisms.
• Act as the main contact between end users and external suppliers.
• Work independently and with the team to ensure tasks are executed efficiently.
• Support and maintain the IT desktop environment.
• Contribute to continual service improvement and develop Service Desk policies and documentation.

Experience, Attributes & Skills:

• GCSE Maths and English or equivalent.
• Knowledge of ITIL processes and industry standards.
• Experience in a busy IT support environment.
• Knowledge of computer hardware and OS systems, Office Software.
• Experience with SQL, primarily MySQL 4 and 5.
• Technical support and problem-solving skills.
• Experience with incident management and request fulfillment.
• Familiarity with Microsoft, Android, and iOS systems.
• Ability to work in a matrixed team, proactive, organized, with excellent communication and stakeholder management skills.
• Attention to detail, lateral thinking, resilience, and flexibility to travel.
• ITIL Foundation certification preferred.
• Higher education or professional qualifications, insurance/financial services experience, and knowledge of VOIP, printers, WAN, compliance, and Identity Access Management are desirable.

Further information:

We offer a competitive salary and benefits, including holiday allowance, death in service, pension, enhanced parental leave, flexible benefits, discounts, learning and development opportunities, community involvement, and environmental initiatives.