Service Desk Engineer

JR United Kingdom; Crawley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in Crawley is seeking a Service Desk Engineer to provide exceptional support to clients across a variety of products and platforms. The role involves resolving issues on first contact, maintaining performance targets, and collaborating with other teams to enhance customer experience. Ideal candidates will possess strong communication skills and relevant technical certifications.

Qualifications

• Demonstrate relevant technical capabilities via assessments or certifications.
• Strong interpersonal and communication skills necessary for the role.
• Fluency in English, both written and spoken.

Responsibilities

• Answer phone calls from end-users and resolve issues on first contact.
• Work on tickets logged via various communication channels.
• Adhere to performance targets including KPIs and SLAs.

Skills

Technical capabilities

Interpersonal skills

Communication skills

Fluency in English

Education

Foundation level Microsoft certification or equivalent

Tools

Zenzero technical assessment

Pluralsight Foundation

Job description

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Service Desk Engineer, Crawley, West Sussex

Client:

Location: Crawley, West Sussex, United Kingdom

Job Category: Other

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EU work permit required:

Yes

Job Views: 2

Posted:

04.06.2025

Expiry Date:

19.07.2025

Job Description:

Service Desk Engineer

The Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services, and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager to ensure tickets are worked on efficiently, support SLAs, and provide a positive customer experience.

Responsibilities:

• Answer phone calls from end-users and work towards resolving issues on first contact where possible.
• Work on tickets assigned to you, logged via telephone, portal, booking systems, email, or chat.
• Accurately record your work and time, using tooling to ensure precision and timeliness.
• Communicate professionally with customers via appropriate channels, ensuring clarity and standards.
• Adhere to performance targets, including KPIs and SLAs.
• Build strong working relationships within the Service Desk team(s), other Managed Services teams, and the wider organization.
• Collaborate with Team Managers, Team Leaders, and Account Managers to ensure positive outcomes for customers.

Key Skills:

• Demonstrate relevant technical capabilities, via a Zenzero technical assessment or recognized vendor certifications.
• Pluralsight Foundation role at or above.
• Foundation level Microsoft certification or equivalent.
• Show strong interpersonal and communication skills necessary for the role.
• Fluent in English, both written and spoken.