Service Desk Engineer

Bridgestaff Group; Caerphilly; On-site; GBP 32,000 - 35,000; Full time

Job summary

Bridgestaff Group is recruiting for Service Desk Engineers to join a busy IT support team on a 3-month temporary contract. You will be the first point of contact for users, delivering remote support and ensuring incidents are resolved efficiently.

The role focuses on 1st Line and basic 2nd Line support across Windows environments and Microsoft 365 applications, with an emphasis on strong customer service and effective ticket handling.

Qualifications

• Experience in IT Helpdesk, Service Desk or IT Support.
• Strong knowledge of Microsoft 365 and Windows operating systems.
• Experience using ticketing or ITSM systems.
• Excellent communication and customer service skills.
• A logical approach to troubleshooting and problem-solving.
• Experience with Active Directory, user account administration or remote support tools would be advantageous.
• Happy to undergo standard DBS check.

Responsibilities

• Respond to IT support requests via phone, email and ticketing systems.
• Log, prioritise and manage incidents through to resolution.
• Provide 1st Line and basic 2nd Line support across Windows environments.
• Support Microsoft 365 applications including Outlook, Teams, Word and Excel.
• Troubleshoot hardware, software, printer and connectivity issues.
• Perform password resets, account creation and routine access requests.
• Escalate complex issues to specialist support teams where required.
• Maintain accurate ticket updates and documentation.
• Deliver excellent customer service and regular communication to end users.

Skills

Microsoft 365

Windows OS

Customer service

Ticketing systems

Tools

Active Directory

Remote support tools

Ticketing systems

Job description

Bridgestaff Group are currently recruiting for Service Desk Engineers to join a busy and growing IT support team on a 3-month temporary contract. This is an excellent opportunity for an IT professional with strong customer service skills and experience providing 1st Line and 2nd Line support

The Role

As a Service Desk Engineer, you will act as the first point of contact for users experiencing IT issues, providing remote support and ensuring incidents and service requests are resolved efficiently. You will be responsible for troubleshooting technical issues, managing support tickets and delivering a high standard of customer service.

Key Responsibilities

• Respond to IT support requests via phone, email and ticketing systems.
• Log, prioritise and manage incidents through to resolution.
• Provide 1st Line and basic 2nd Line support across Windows environments.
• Support Microsoft 365 applications including Outlook, Teams, Word and Excel.
• Troubleshoot hardware, software, printer and connectivity issues.
• Perform password resets, account creation and routine access requests.
• Escalate complex issues to specialist support teams where required.
• Maintain accurate ticket updates and documentation.
• Deliver excellent customer service and regular communication to end users.

About You

We're looking for candidates who have:

• Previous experience within an IT Helpdesk, Service Desk or IT Support role.
• Strong knowledge of Microsoft 365 and Windows operating systems.
• Experience using ticketing or ITSM systems.
• Excellent communication and customer service skills.
• A logical approach to troubleshooting and problem-solving.
• Experience with Active Directory, user account administration or remote support tools would be advantageous.
• Happy to undergo standard DBS check

What's on Offer?

• Competitive hourly rate of £15.38 - £17.00 per hour
• Monday to Friday working hours
• Valuable experience within a professional IT environment
• Opportunity to develop technical skills and gain exposure to a busy service desk function