Service Desk Engineer

Rebel Recruitment Limited; Nottingham; Hybrid; GBP 25,000 - 31,000; Full time

Job summary

Rebel Recruitment Limited in Nottingham is seeking a Service Desk Engineer to be the first point of contact for IT issues across the business, answering calls, emails and in-person requests. You will troubleshoot on Windows, Microsoft 365 and common business applications, log tickets and ensure problems are resolved within SLAs, with opportunities to contribute to knowledge bases.

Initially office-based for the first month, the role becomes hybrid with three days in the office and two days from

Qualifications

• Experience in a Service Desk or IT support role.
• Comfort with Windows, Microsoft Office and common business apps.
• Microsoft 365 administration or ITIL qualifications advantageous.

Responsibilities

• Be the first point of contact for IT issues and requests via phone, email and in person.
• Handle day-to-day queries from password resets to hardware and software problems.
• Log and manage tickets accurately; ensure issues are documented and resolved per SLAs.
• Know when to escalate to other IT team members for complex issues.
• Assist with hardware/software setups, device onboarding and monitoring automated systems.
• Contribute to knowledge base articles and training materials; help new starters get up to speed.

Skills

IT support experience

Customer service

Ticketing systems

Job description

Role

Service Desk Engineer

Location

Nottingham

Working Arrangement

Full-time office-based for the first month, then hybrid – 3 days in the office and 2 days from home

Salary

Up to £28,000

About the role

Are you someone who enjoys being the person people come to when their technology isn’t working? Do you have a good understanding of Windows and Microsoft 365, enjoy troubleshooting problems and take pride in providing good customer service?

If so, this could be a great opportunity to join an established IT team as a Service Desk Engineer.

Key Responsibilities

• You’ll be the first point of contact for IT issues and requests across the business, helping users over the phone, by email and face-to-face.
• You’ll deal with a variety of day-to-day technical queries, from password resets and account management through to hardware, software and application issues.
• You’ll log and manage tickets accurately, making sure issues are documented properly and dealt with within agreed SLAs.
• Where something is more complex, you’ll know when to investigate further and when to elevate escalation to another member of the IT team.
• The role will also involve helping with new hardware and software setups, device onboarding and monitoring automated systems.
• You’ll have the opportunity to contribute to knowledge base articles, user guides and training materials, as well as helping new starters get up to speed with the technology they need.

Key Qualifications

• You’ll ideally have previous experience in a Service Desk or similar IT support role, although the right attitude and technical ability are just as important.
• You’ll need to be comfortable working with Windows, Microsoft Office and common business applications, and be able to explain technical issues clearly to non-technical users.
• Microsoft or ITIL qualifications and experience with Microsoft 365 administration would be advantageous, but aren’t essential.

We welcome diverse applicants and are dedicated to treating all applicants with dignity and respect, regardless of background.