Service Desk Engineer

MSP Talent Bridge Ltd; Loanhead; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Private health plan

29 days holiday (34 incl. birthday)

Workplace pension after three months

Cyber security training and growth

Generous training budget

Job summary

MSP Talent Bridge Ltd. is seeking an experienced Service Desk Engineer to join a busy service desk team in the United Kingdom. You will provide first- and second-line technical support, resolve tickets, document accurately, and contribute to improving service desk processes.

You'll work with Microsoft 365, Azure, Intune and Autopilot, supporting cloud and on-prem environments, while delivering a professional customer experience and strong communication with clients and colleagues.

Qualifications

• Experience in a service desk, MSP, or similar client-focused IT environment.
• Strong diagnostic and documentation skills for technical work.
• Excellent written and verbal communication with clients at varying technical levels.
• Awareness of cyber security fundamentals and escalation procedures.

Responsibilities

• Provide first- and second-line technical support across the client base, escalating as needed.
• Own tickets from initial assessment to resolution with accurate notes and updates.
• Prioritise work based on client impact, urgency, and SLAs.
• Communicate progress clearly to clients and colleagues and follow service desk procedures.

Skills

Customer-focused approach

Clear communication

Problem-solving

Team collaboration

Tools

Microsoft 365

Azure

Intune

Autopilot

Job description

We're working with a well-established business to find an experienced Service Desk Engineer to join their service desk team. This is a role providing high-quality, timely technical support to clients — resolving technical issues, maintaining reliable client environments, and contributing to a consistent, professional customer experience.

The Role

You'll work across first- and second-line support, escalating complex or higher-risk issues appropriately. You'll be expected to take ownership of tickets, communicate clearly, keep technical records accurate, and support the continuous improvement of service desk processes — working closely with service desk colleagues, senior technical staff, and the project and cyber security function.

What You'll Be Doing

Client Support & Ticket Ownership

• Provide first- and second-line technical support across the client base, assisting with more complex work when directed and escalating issues to the Service Desk Manager or senior technical staff when required
• Own assigned tickets from initial assessment through to resolution, ensuring actions, time entries, technical notes and client communications are accurate and kept up to date
• Prioritise work in line with client impact, urgency, service level commitments and service desk procedures
• Communicate clearly and professionally with clients, setting realistic expectations and providing regular progress updates until the issue is resolved

Technical Operations

• Configure, support and monitor Microsoft 365, Azure, Intune and Autopilot environments in line with agreed client standards
• Support cloud and on-premises server environments, client devices, standard computer builds, networks, broadband services and VoIP systems
• Monitor backup activity, investigate failures and complete scheduled backup tests in accordance with service desk process
• Identify opportunities for preventative maintenance and complete agreed remedial work to improve reliability and security of client systems

Documentation & Improvement

• Create and maintain clear technical documentation, client records, standard operating procedures and resolution notes in the approved systems
• Follow established technical standards and service desk procedures, highlighting gaps and contributing practical suggestions for improvement

Team & Business Contribution

• Support colleagues by sharing knowledge, collaborating on difficult incidents and helping less experienced team members develop their technical capability
• Assist with client appraisals, internal initiatives, projects and cyber security activities when requested
• Recognise potential client needs or sales opportunities, record relevant evidence and pass opportunities to the appropriate senior colleague
• Contribute to a positive, accountable team culture focused on dependable delivery, continuous learning and excellent customer service

What We're Looking For

• Practical experience providing technical support in a service desk, managed service provider or similarly client-focused IT environment
• Working knowledge of Microsoft 365 administration and common endpoint, identity, networking, server and cloud support technologies
• Experience diagnosing issues methodically, documenting technical work and managing several active tickets without losing ownership or attention to detail
• Awareness of cyber security fundamentals, including secure configuration, access control, patching, backup protection and appropriate escalation of risk

Skills & Behaviours

• A customer-focused approach, with the ability to explain technical matters clearly to people with different levels of technical knowledge
• Strong problem-solving skills, sound judgement and the discipline to follow agreed processes while knowing when to esc
• Clear written and verbal communication, reliable organisation and accurate record-keeping
• A collaborative attitude, willingness to share knowledge and commitment to ongoing professional development
• Ability to remain calm, constructive and professional when handling pressure, changing priorities or client dissatisfaction

What's on Offer

• Private health plan
• 29 days holiday, increasing to 34 days including birthday and specified festive public holidays
• Workplace pension after three months
• Cyber security training with the opportunity to develop towards Cyber Essentials Practitioner capability
• A generous training budget to support continued technical and professional development