Service Desk Engineer

Mail Metrics; Leicester; On-site; GBP 27,000 - 34,000; Full time

Job summary

Mail Metrics in Leicester is seeking an IT Service Desk Engineer to provide first and second line support for hardware, software, and network issues. You will log, triage, and manage tickets, working across multiple channels with strong customer focus.

You will administer Microsoft 365 and SharePoint, manage user accounts and permissions, and provide hands-on on-site support on the production floor. A proactive, ITIL‑minded approach and clear communication are essential for success.

Qualifications

• Experience in IT service desk or desktop support.
• Familiarity with ITIL processes and incident management.
• Strong customer service and problem solving to diagnose and resolve issues.
• Ability to prioritise tasks and manage workload under pressure.

Responsibilities

• Provide first and second line IT support for hardware, software, and network issues.
• Log, triage, and manage tickets via phone, email, portal, or walk‑up support.
• Administer Microsoft 365 and SharePoint user accounts, licenses, and permissions.
• Deliver hands-on on-site support and contribute to IT projects as needed.

Skills

Customer service

Problem solving

Communication skills

Teamwork

Planning & organising

Attention to detail

Initiative

Triage ability

Time management

Empathy

Education

ITIL awareness/certification

Tools

Microsoft 365

SharePoint

Active Directory

Ticketing systems

Job description

Are you an IT support professional who thrives on solving problems, supporting users and keeping things running smoothly? We would love to hear from you!

Main Purpose of the Role:

A Service Desk Engineer is the first point of contact for resolving or escalating hardware, software,network, and end-user IT issues raised via email, instant messaging, or phone. The role provideseffective first- and second-line IT support across all areas of the business, responding to issues in a timely, professional, and customer-focused manner. The role is responsible for building, supporting, and maintaining desktop operating systems,associated hardware, and business applications, as well as streamlining deployment throughcontinual improvement initiatives. You will also contribute to IT-related projects and activities asdirected by the IT leadership team. Strong communication and relationship-building skills are essential, as you will work closely withcolleagues across IT and the wider business to deliver a consistent, high-quality service. This is a fast-paced and varied role requiring excellent customer service skills and a broad, practicalunderstanding of IT support.

Location:

Leicester (This is a permanent, full-time, office-based role requiring onsite attendance five days per week)

Role Description:

We are seeking an IT Service Desk professional to provide reliable first and second line support tocolleagues across the business. You will act as the primary point of contact for all IT incidents andservice requests, logging, triaging, and managing tickets raised via phone, email, portal, messaging, and walk-up support. Clear communication is essential, as you will set expectations aroundpriorities, progress updates, and resolution times in line with agreed service levels. You will manage tickets end to end, applying strong troubleshooting skills, sound judgement, and business awareness to resolve issues efficiently or escalates to internal IT teams or third-party vendors when required. You will proactively identify and escalates incidents that could present operational, commercial, or reputational risk, ensuring service levels are maintained. The role also supports key IT processes including Joiners, Movers, and Leavers, IT asset management, and device provisioning, working closely with procurement to enable timely delivery of equipment. You will administer Microsoft 365 and SharePoint, managing user accounts, mailboxes, licenses, distribution groups, and intranet permissions, as well as supporting telephony and mobile device environments in line with company policies. In addition, you will provide hands‑on, on‑site support through production and operations floor walking, diagnosing and resolving hardware, software, and application issues on critical workstations. You will work independently on complex tasks, deliver additional objectives within agreed timescales, and contribute to a professional, customer‑focused IT service.

Required Qualification/Experience/Skills:

• Customer Service: ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service.
• Drive for results: able to go the ‘extra mile’ to achieve tasks, objectives, and targets.
• Demonstrates good attention to detail across all areas of work.
• Teamwork: able to work together with colleagues to pool skills, ideas, and resources to achieve objectives and resolve problems.
• Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up with actions to rectify
• Planning and Organising: able to work to important deadlines and manage time effectively
• Strong verbal and written communication skills.
• Ability to comprehend and translate issues presented by business colleagues.
• Ability to understand and empathise with business colleagues’ concerns/issues, remaining committed to providing quality results.
• Ability to establish relationships and maintain contacts with business colleagues.
• Effective in identifying gaps in available information required to understand a problem or situation and ability to devise means of remedying such gaps.
• Persistently positive, customer first always attitude.
• Ability to analyse incidents/requests and determine either appropriate fix/fulfilment or display requisite levels of ownership awareness to facilitate time reassignment or escalation.
• Experience of Active Directory User & Computer administration, including user, device, and group management.
• Experience of working within an IT Service Desk.
• Experience of working within a Desktop Support team.
• Experience of working within an ITIL environment.
• IT Qualification desirable.
• Analytical and problem‑solving skills with the ability to diagnose and resolve issues.
• Ability to prioritise and manage own workload effectively, without detriment to business needs.

Experience working within an IT Service Desk or Desktop Support environment, with knowledge of ITIL and Active Directory administration. Strong customer service, communication and problem-solving skills, with the ability to diagnose and resolve issues.