Service Desk Engineer

Apogee; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Flexible working options

33 days holiday

Enhanced family friendly benefits

2 paid days off for voluntary work

Staff Reward Scheme

Life assurance 4 × salary

Sponsorship for professional development

Employee Assistance Programme

Discounted Gym Membership

Eye care voucher scheme

Free flu vaccinations

Employee social events

Job summary

Apogee is looking for a Service Desk Engineer in the United Kingdom. This role is ideal for those who enjoy helping people and solving IT issues, providing support in a fast-paced environment.

Responsibilities include being the first point of contact for IT incidents, logging and prioritizing tickets, and supporting Windows 11 systems. The position offers flexible working options, including remote work, alongside a comprehensive benefits package.

Qualifications

• Genuine interest in IT and a desire to build a career in support.
• Basic understanding of IT support environments or help-desk processes.
• Familiarity with Windows and everyday technology.

Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Log, categorise, and prioritise tickets accurately using FreshService.
• Resolve issues at first contact where possible, escalating when needed.

Skills

Interest in IT

Basic IT support understanding

Familiarity with Windows

Strong communication skills

Organizational skills

Problem-solving approach

Job description

With over 30 years of expertise, Apogee transforms how organisations of every size and sector manage their IT – delivering everything they need through one seamless point of contact.As an independent subsidiary of HP Inc., we combine the agility of a specialist provider with the power of one of the world’s leading technology companies, giving our clients instant access to cutting-edge innovation backed by market-leading service operations!

Curious about Apogee as a business? Skip the brochures - start a live conversation with our AI assistant and get the answers you need, instantly! *

JOB DETAILS

We are looking for a Service Desk Engineer who enjoys helping people, solving problems, and being the calm, capable first point of contact when IT issues arise. Whether you are early in your IT career or building on existing support experience, this role offers the chance to develop in a fast‑paced, supportive environment.

What You Will Do

• Act as the first point of contact for IT incidents and service requests via phone, email, and portal
• Log, categorise, and prioritise tickets accurately using FreshService
• Resolve issues at first contact where possible, escalating when needed
• Take ownership of tickets through to resolution within SLA targets
• Support Windows 11, end‑user devices, and common applications
• Set up hardware including laptops, monitors, and peripherals
• Manage user accounts and access in Active Directory and Microsoft Entra ID
• Support tools such as Microsoft Teams
• Monitor ticket queues and alerts to maintain service quality

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.

This post is subject to a Basic Disclosure and Barring Service (DBS) check. Under the Rehabilitation of Offenders Act 1974, applicants are only required to disclose unspent convictions. Spent convictions do not need to be declared and will not be taken into account. We are committed to fair recruitment and welcome applications from all candidates, including those with criminal records, provided any unspent convictions are disclosed and assessed appropriately.

SKILLS AND EXPERIENCE REQUIRED

• A genuine interest in IT and a desire to build a career in support
• Basic understanding of IT support environments or help‑desk processes
• Familiarity with Windows and everyday technology
• Strong communication skills and a user‑focused mindset
• Ability to prioritise and stay organised in a busy environment
• Calm, logical problem‑solving approach

We value candidates with AI literacy – individuals who are curious about technology, comfortable exploring automation, and eager to contribute to a modern, forward‑thinking business.

BENEFITS

• Flexible working options
• 33 days holiday including bank holidays
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Life assurance 4 × salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes

WHY JOIN APOGEE

At Apogee, our values – Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People and Flexibility – shape everything we do. They guide how we work with clients and colleagues, drive ethical practices and create an environment where you can grow, innovate and develop your career within a progressive, expanding organisation. We are looking for inspiring individuals who want to make a real impact in their careers and the world around them.

Diversity and inclusion are at the heart of our success. We know true innovation flourishes when people can be their authentic selves. As an Equal Opportunity Employer we welcome applications from all backgrounds, and we actively value different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. Your individuality drives our shared success, and we encourage you to bring your whole self to Apogee.

We support flexibility and accessibility. If flexible working is important to you, please include this alongside your salary expectations in your application so we can discuss it early in the process. If you have a disability or health condition and require adjustments during the recruitment process, please contact our Talent Team on 0345 300 9955 – we are committed to making your experience inclusive and accessible.

We are proud to support the Armed Forces community. We hold a Bronze Award in the Armed Forces Covenant and welcome applications from Reservists, Veterans, Cadet Force Adult Volunteers and military families.

Our award‑winning customer service speaks for itself – take a look at our excellent Trustpilot reviews and our “Customer Experience Foundation Membership” accreditation.

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