Senior Service Desk Engineer - VIP IT Support Lead
Zenzero Solutions Ltd
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Job summary
Zenzero Solutions Ltd in Leeds is seeking a Senior Service Desk Engineer to resolve technically challenging, time-sensitive, and VIP tickets while meeting KPIs and SLAs.
You will coach and mentor junior engineers, deputise for the Service Desk Team Leader, and communicate with customers professionally, logging accurate time entries and notes.
This role requires ITIL-aligned operations, strong troubleshooting, and the ability to work with cross-functional teams, sometimes on client sites.
Qualifications
- 3+ years in MSP/MSSP technical role.
- Solid knowledge of Microsoft 365, Azure, AD, Intune, and OS fundamentals.
- Experience using ITSM tools and ITIL-aligned processes.
- Strong troubleshooting and incident management capabilities.
Responsibilities
- Resolve time-sensitive, VIP tickets with adherence to SLAs and KPIs.
- Coach and mentor Service Desk Engineers; deputise for Team Leader.
- Escalation point for Service Desk Engineers; ensure timely ticket updates.
- Ensure accurate logging and detailed ticket notes.
- Coordinate with other teams and third parties during outages.
- Maintain and improve support documentation and guides.
- Represent the Service Desk in knowledge transfer sessions.
Skills
Tools
Job description
Zenzero Solutions Ltd in Leeds is seeking a Senior Service Desk Engineer to resolve technically challenging, time-sensitive, and VIP tickets while meeting KPIs and SLAs.
You will coach and mentor junior engineers, deputise for the Service Desk Team Leader, and communicate with customers professionally, logging accurate time entries and notes.
This role requires ITIL-aligned operations, strong troubleshooting, and the ability to work with cross-functional teams, sometimes on client sites.
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