Service Desk Engineer

ImagineraCareers; Bristol; Hybrid; GBP 38,000 - 40,000; Full time

Job summary

Join a vibrant company as a Service Desk Engineer, where you'll support clients' service desk needs, analyze data, and collaborate with teams to enhance service quality. Enjoy a hybrid work environment and a culture focused on growth and teamwork.

Benefits

Competitive salary

25 days holiday plus 8 bank holidays

Contributory Pension Scheme

Private Medical Insurance

Flexible Working Hours

Cycle to Work Scheme

Free Yoga Sessions

Regular Team and Company Events

Qualifications

• Experience in service desk or technical support role.
• Proficiency in SQL or equivalent relational database.

Responsibilities

• Respond to and resolve client service desk tickets.
• Write and execute SQL queries to validate issues.
• Document resolutions and technical procedures.

Skills

SQL

Analytical Skills

Communication

Tools

Atlassian

Job description

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Service Desk Engineer

Location: Hybrid (Hubs in Oxford & Bristol)

Job Title

Service Desk Engineer

Location: Hybrid (Hubs in Oxford & Bristol)

Who We Are

Here at Imaginera, we create solutions to meet our client challenges across a focused marketplace of Insurance, Reinsurance, and Insurance Linked Securities. We set ourselves apart from our competition by being technically at the top of our game with the unique ability to also communicate directly with our clients, understanding their complex business requirements.

Having spent eight years creating bespoke solutions for our clients, we then diversified into a consultancy and product business. Our first product, Orca, was released in 2020 and has a busy roadmap ahead of it. We are a vibrant company with around 70 employees. Our journey so far has been an exciting and fast one – we don’t have any plans to slow down. So, if you’re excited by growth and opportunity and want to be a part of it, we would love to hear from you.

The Role

As a Service Desk Engineer at Imaginera, you’ll play a critical role in supporting our clients' high-volume service desk, owning and resolving tickets that often require direct interaction with the data layer to support business-critical workflows and maintain data integrity across the platform. The role goes beyond traditional IT support and requires analysis skills and proficiency in SQL.

Responsibilities

• Respond to, triage, and resolve client service desk tickets, application issues, data inconsistencies, and process failures.
• Write and execute SQL queries and stored procedures to investigate, resolve, and validate issues.
• Analyse data to identify root causes and trends in support tickets.
• Document common resolutions, known errors, and technical procedures in a shared knowledge base.
• Collaborate with the client development team to escalate and diagnose complex issues.
• Contribute to backlog reduction and service quality initiatives by identifying repeat issues and recommending solutions or automation opportunities.
• Communicate clearly with business users and stakeholders.
• Participate in service review meetings and provide data insights to support forecasting and reporting.
  
  

Skills and Experience:

Required:

• Experience working in a service desk, technical support, or application support role.
• Proficiency in SQL or an equivalent relation database (SQL Server, PostgreSQL, or MySQL)
• Familiarity with service management tools, ideally Atlassian.
• Understanding of incident, problem, and change management processes
• Strong analytical skills with the ability to interpret data and logs to diagnose issues.
  
  

Desirable:

• Experience with data reporting or BI tools.
• Industry experience in Reinsurance or Insurance
• Understanding of C#
  
  

Imaginera Culture & Benefits

We believe in creating an environment where people can thrive and reach their potential and succeed in everything they do. Teamwork and communication are key to our business, and we support our Teams to achieve high standards. Our business is unique in the market it operates, which means you will learn commercially and technically - mentoring and coaching are an integral part of our business.

In addition to a welcoming and supportive culture, we offer:

• Competitive salary
• 25 days holiday plus 8 bank holidays
• Contributory Pension Scheme
• Private Medical Insurance with the option to add family members
• Flexible Working Hours
• Cycle to Work Scheme
• A Wellbeing Team & Mental Health First Aiders
• Yearly paid time off allowance for medical appointments in addition to holiday
• Free Yoga Sessions
• Regular Team and Company Events
• Employee referral bonus
  
  

Who We Are

Here at Imaginera, we create solutions to meet our client challenges across a focused marketplace of Insurance, Reinsurance, and Insurance Linked Securities. We set ourselves apart from our competition by being technically at the top of our game with the unique ability to also communicate directly with our clients, understanding their complex business requirements.

Having spent eight years creating bespoke solutions for our clients, we then diversified into a consultancy and product business. Our first product, Orca, was released in 2020 and has a busy roadmap ahead of it. We are a vibrant company with around 70 employees. Our journey so far has been an exciting and fast one – we don’t have any plans to slow down. So, if you’re excited by growth and opportunity and want to be a part of it, we would love to hear from you.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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