Principal IT Service Desk Engineer

Jobtailor; Larbert; On-site; GBP 32,000 - 46,000; Full time

Job summary

Jobtailor is seeking an experienced IT support professional to work as a senior member of the Service Delivery team in Scotland. You will provide first- and second-line technical support, drive service excellence, and resolve complex issues to ensure user satisfaction.

You will collaborate with multiple locations and partners, contribute to technology rollouts, and maintain reliable, secure IT services aligned with business needs.

Qualifications

• Experienced IT support professional with a background in Service Desk, Service Delivery, or desktop support environments.
• Strong problem-solving ability and a customer-first mindset.
• Ability to manage incidents and service requests through to successful resolution.
• Strong technical knowledge across Microsoft technologies.
• Experience with user administration and device management.

Responsibilities

• Provide first- and second-line technical support across Alexander Dennis.
• Act as a senior member of the Service Delivery team and drive service excellence.
• Resolve complex technical issues and manage service requests to resolution.
• Support colleagues across multiple locations and contribute to technology rollouts.
• Collaborate with Infrastructure, Cyber Security, Engineering Systems, and third-party partners.
• Help ensure IT services remain reliable, secure, and aligned with business needs.

Skills

IT Support

Service Desk

Incident Management

End-User Support

Microsoft Technologies

User Administration

Device Management

Problem-Solving

Customer-First Mindset

Communication

Organisational Skills

Stakeholder Management

Education

Microsoft Certifications

ITIL Foundation Accreditation

Tools

Hornbill

ManageEngine

IT Service Management Platforms

Job description

• Deliver high-quality IT support services across Alexander Dennis
• Provide first- and second-line technical support
• Act as a senior member of the Service Delivery team
• Drive service excellence, continuous improvement, and user satisfaction
• Support colleagues across multiple locations
• Resolve complex technical issues
• Manage service requests
• Contribute to technology rollouts and improvement initiatives
• Collaborate with Infrastructure, Cyber Security, Engineering Systems, and third-party partners
• Help ensure IT services remain reliable, secure, and aligned with business needs

Requirements

• Experienced IT support professional with a strong background in Service Desk, Service Delivery, or desktop support environments
• Strong problem-solving ability
• Customer-first mindset
• Ability to manage incidents and service requests through to successful resolution
• Strong technical knowledge across Microsoft technologies
• Experience with user administration
• Experience with device management
• Experience with end-user support
• Excellent communication skills
• Strong organisational skills
• Ability to work in a fast-paced environment
• Comfortable dealing with a wide range of stakeholders
• Microsoft certifications or ITIL Foundation accreditation (bonus)
• Experience with Hornbill, ManageEngine or similar IT Service Management platforms (bonus)
• Experience supporting engineering, manufacturing, or multi-site organisations (bonus)
• Experience with endpoint management, device deployment and modern workplace technologies (bonus)Exposure to service improvement projects, technology rollouts, or change initiatives (bonus)

Core Competencies

Demonstrates strong technical knowledge in Microsoft technologies and IT support, with a focus on service excellence and user satisfaction. Capable of managing incidents and service requests effectively while collaborating with diverse stakeholders across multiple locations.

Highest-signal resume keywords

• IT Support
• Service Desk
• Microsoft Technologies
• Incident Management
• User Administration

ATS Optimization Keywords

Hard Skills

• Technical Support
• Service Delivery
• Device Management
• End-User Support
• Endpoint Management
• Device Deployment
• Modern Workplace Technologies
• Service Improvement Projects
• Technology Rollouts
• Change Initiatives

Soft Skills

• Problem-Solving
• Customer-First Mindset
• Excellent Communication
• Strong Organisational Skills
• Ability to Work in Fast-Paced Environment

Certifications & Qualifications

• Microsoft Certifications
• ITIL Foundation Accreditation

Industry Keywords

• Engineering Support
• Manufacturing Support
• Multi-Site Organisations

Tools & Technologies

• Hornbill
• ManageEngine
• IT Service Management Platforms