Service Desk Engineer

JR United Kingdom; Lincoln; On-site; GBP 24,000 - 26,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Engineer to join their growing team in Lincoln. In this pivotal role, you will be the first point of contact for end users, tackling technical issues with professionalism and efficiency. Your responsibilities will include managing support requests, providing hardware assistance, and ensuring smooth IT operations. With a focus on delivering exceptional customer service, you will have the opportunity to enhance your technical skills in a fast-paced environment. This office-based position offers a competitive salary and a supportive workplace culture that values your contributions.

Benefits

Paid annual leave

Company pension

Health and well-being scheme

Qualifications

• Minimum 2 years' experience in service desk or IT support.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Respond to incoming support tickets via phone, email, and face-to-face.
• Manage and resolve assigned support requests promptly.
• Document and categorize incidents in line with policies.

Skills

Troubleshooting

Problem-solving

Customer service

Communication skills

Technical knowledge

Job description

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DCS Technology is proudly working in partnership with our client based in Lincolnshire. We're searching for a Service Desk Engineer to join their team due to organisational growth.

What will you get up to?

As a Service Desk Engineer, you will be the first point of contact for end users for all troubleshooting and technical issues.

Responsibilities:

• Respond promptly and professionally to incoming support tickets via phone, email, and face-to-face.
• Manage and take ownership of assigned support requests, ensuring accurate and first-time resolution.
• Document, log, and categorize incidents and issues in line with organisational policy & procedures.
• Provide hardware and server-based support when immediate solutions are not possible upon first attempt.
• Investigate and conduct thorough diagnostics with end-users to enable first-contact resolution or reduce future support requests.
• Perform administrative tasks to ensure smooth operations, such as creating and deleting employee accounts, keeping stock of IT assets, and overseeing IT equipment movements.
• Review and track event logs.
• Document procedures and processes.
• Resolve and diagnose technical issues with a focus on delivering excellent customer service.
• Continuously develop technical knowledge and skills to support first-time ticket resolution.
• Escalate recurring issues or operational risks to the appropriate team or stakeholder.
• Share and promote best practices within the team and wider business.

What will you bring? (Experience and skills)

• A minimum of 2 years' industry experience in a service desk or IT support environment.
• Strong troubleshooting and problem-solving skills; tech-savvy.
• Ability to deliver high-quality service in a fast-paced environment, deadline-driven.
• Clear and confident verbal and written communication skills.
• Ability to translate technical concepts for non-technical stakeholders.
• Adaptable to evolving technology trends and IT estate.
• Experience working within SLAs and ticket escalation procedures.

What can you expect in return?

Salary: £24,000 to £26,000 per annum

Working model: Office-based

Benefits: Paid annual leave, company pension, health and well-being scheme

Location: Lincoln

*Please note this role requires full UK RTW - no sponsorship is offered!

All applicants must be based in the UK to be considered!