Service Desk Engineer

Waterstons; Glasgow; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Flexible working

EV car scheme

Sponsored training

Enhanced family policies

Sick pay and life assurance

Wellbeing programme and private health

Dental/eye care & cycle to work

Job summary

Waterstons in Glasgow is seeking a Service Desk Engineer who puts customers first, delivering clear, proactive support across tickets while collaborating with our global team.

This hybrid role requires 2+ years in IT, knowledge of ITIL, and a passion for resolving issues quickly. Regular shifts with Australia overlap, a £2.5k shift allowance, and a strong benefits package.

You’ll help improve processes, document solutions, and share knowledge to raise service quality.

Qualifications

• Minimum 2+ years in the IT industry.
• Experience delivering technical support to customers.
• Knowledge of ITIL best practices and incident management.

Responsibilities

• Act as a technical escalation point and support junior team members.
• Deliver high‑quality technical support reflecting exceptional customer experience.
• Keep customers informed throughout ticket lifecycles.
• Apply ITIL principles to ensure reliable service delivery.
• Own issues to ensure timely resolutions.
• Contribute to process improvements and documentation.
• Collaborate with other teams to provide a seamless customer experience.

Skills

ITIL framework

Customer support

Job description

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients.

We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons.

Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.

What You’ll Be Doing

We’re looking for a Service Desk Engineer who is passionate about delivering exceptional customer experiences above all else. Our clients rely on us to keep them informed, supported, and confident in the service they receive, so we’re seeking someone who naturally puts the customer at the heart of everything they do. You’ll communicate clearly and proactively throughout every stage of a ticket, ensuring clients always feel valued and reassured. Alongside this customer‑first mindset, you’ll bring a love for technology, a collaborative approach, and a genuine interest in continual improvement as you support our diverse range of clients across our expanding global team.

We offer hybrid working, giving you flexibility in your place of work, but we do strongly encourage regular office attendance in either our Durham or Glasgow office, where possible.

Shifts are 9.5 hours, working with the Australian team. This includes working one weekend in four and public holidays. The UK team's coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.

Day-to-day responsibilities

• Act as a technical escalation point and support junior team members through guidance and knowledge sharing.
• Deliver high‑quality technical support that reflects our commitment to exceptional customer experience.
• Keep customers clearly and proactively informed throughout the lifecycle of their tickets.
• Apply ITIL principles to ensure consistent, reliable, customer‑focused service delivery.
• Take ownership of issues to ensure timely, effective resolution.
• Contribute to the improvement, testing, and documentation of processes that enhance service quality.
• Work collaboratively with other teams to provide a seamless, joined‑up customer experience.

Some of the skills we are looking for

• At least 2+ years of experience within the IT industry.
• Knowledge of the ITIL framework, an understanding of how to prioritise work and major incidents, and the ability to display your troubleshooting skills.

During your time on our Service Desk you will be exposed to a wide range of technologies, where experience is desirable. Below is an example of the types of technologies that you will see on a day-to-day basis:

• Infrastructure: Cisco, HP & Dell Switches/ Cisco ASA / VMware / Veeam / Hyper‑V / NAS / SAN Storage
• Servers: Windows Servers / Active Directory (Group Policy/Login Scripts) / Exchange / SCCM / PowerShell
• Desktops: Windows / MacOS

How We Take Care of You

As well as offering a competitive salary, we have an attractive benefits package including:

• A healthy work life balance with flexible and agile working being the norm
• EV car scheme (salary sacrifice)
• Room to grow with supported development opportunities and sponsored training
• Enhanced family policies
• If you ever need it, company sick pay and life assurance
• Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance
• Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work

We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries.

Waterstons is committed to creating and an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.

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