Senior Service Desk Engineer — Escalation & ITIL Leader

AllPoints Fibre; Reading; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Private medical insurance

Dental cover

Income protection

Job summary

AllPoints Fibre Networks is seeking a Senior Service Desk Engineer to deliver advanced IT support from our Reading office. You will be the escalation point for the Service Desk, coordinating with 3rd line engineers and technical teams to resolve incidents within SLA and promote service improvement.

You will mentor colleagues, drive proactive problem solving, and ensure documentation and knowledge sharing across the team.

Qualifications

• Strong knowledge of Microsoft 365 and Microsoft Intune.
• Experience with Service Desk technologies and ITIL service management methodologies.
• Strong knowledge of Windows and macOS operating systems.
• Experience supporting application deployment and lifecycle management.
• Good understanding of networking principles, protocols, and security concepts.
• Excellent communication, customer service, and stakeholder management skills.

Responsibilities

• Manage escalated incidents and service requests from the Service Desk team, ensuring resolution within SLAs.
• Collaborate with 3rd line engineers and technical teams to deliver prompt, effective resolutions for complex issues.
• Act as a key point of contact for customer enquiries with professional communication throughout resolution.
• Provide technical guidance and mentoring to Service Desk colleagues to reduce escalations.
• Perform advanced troubleshooting across hardware, software, OS, and network issues.
• Identify incident trends and propose improvements to enhance service performance.
• Maintain accurate documentation of incidents, resolutions, and best practices.

Skills

Microsoft 365

Intune

ITIL service management

Windows

macOS

Networking concepts

Education

Bachelor's degree in IT/CS or related

Tools

Jamf Pro

AWS environments

Microsoft Intune

Job description

AllPoints Fibre Networks is seeking a Senior Service Desk Engineer to deliver advanced IT support from our Reading office. You will be the escalation point for the Service Desk, coordinating with 3rd line engineers and technical teams to resolve incidents within SLA and promote service improvement.

You will mentor colleagues, drive proactive problem solving, and ensure documentation and knowledge sharing across the team.