Service Desk Engineer

JotForm Inc; United Kingdom; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Gym membership

Private healthcare

Company pension

20 days annual leave plus bank holidays

Job summary

A UK based SaaS firm is seeking a knowledgeable Service Desk Engineer to enhance their customer support team. The role involves troubleshooting issues using the Prohire platform while fostering technical skills in software support and SQL. The ideal candidate will thrive in a customer-facing environment, manage support tickets effectively, and contribute to operational efficiency. A competitive salary and comprehensive benefits package, including a hybrid working model, are offered.

Qualifications

• Strong customer service and telephone support skills are essential.
• Candidates should have basic SQL knowledge and a desire for advanced capability.
• Experience within an ITIL-aligned Service Desk is required.

Responsibilities

• Build knowledge of the Prohire software suite for customer support.
• Provide high-quality technical support via phone, email, and remote.
• Log, prioritise, and manage support tickets through Halo ITSM.

Skills

Customer service skills

Telephone support

SQL knowledge

Problem-solving skills

Windows environment support

ITIL practices

Education

ITIL v4 certification

2-3 years in a Service Desk

Tools

Halo ITSM

Windows (Hyper-V)

Job description

Prohire Software is a fast-growing UK based SaaS company transforming the vehicle rental and asset hire industry. Our ProhireCloud platform and supporting product set helps business to run smarter, more profitable operations, while our group culture champions innovation, accountability and collaboration. We’re proud to combine the agility of a scaling tech business with the stability and deep sector expertise our customers rely on, and welcome like minded individuals to come and join our team as we continue our rapidly expanding journey.

The Role

We’re looking for a Service Desk Engineer to join our established and growing Service Desk team. This is a hands‑on, customer‑facing role where you’ll support customers using the Prohire platform while developing your technical capability across software support, SQL, reporting, infrastructure, and customer training.

You’ll be working at the heart of our SaaS operation — troubleshooting issues, supporting live customers, and contributing directly to the quality and reliability of our service. This role is ideal for someone who enjoys problem‑solving, takes ownership, and wants to grow their technical skillset within a modern, product‑led business.

Key Responsibilities

• Build strong working knowledge of the Prohire software suite and associated products used within the vehicle rental industry
• Provide high‑quality technical support to customers via phone, email, and remote assistance
• Log, prioritise, and categorise support tickets using Halo ITSM, ensuring accurate documentation and clear outcomes
• Investigate, diagnose, and resolve software‑related incidents and service requests
• Install and maintain software within hosted Windows (Hyper‑V) environments
• Deliver customer training to support effective use of the Prohire platform
• Apply updates and patching to internal infrastructure where required
• Identify, troubleshoot, and escale software defects and enhancement requests, feeding into internal change and development processes
• Write and maintain SQL queries for database support and maintenance activities
• Create and maintain reports providing financial and vehicle management insights for customers

Candidate Requirements

• Strong customer service and telephone support skills
• Experience working within a structured Service Desk environment
• Basic SQL knowledge (writing select statements, using where clauses, simple joins, and ordering/filtering results) with a desire to develop more advanced capability
• Ability to take full ownership of tickets, from initial diagnosis through to resolution, ensuring SLA targets are met and customers are kept informed
• Strong written, verbal, and analytical problem‑solving skills
• Proactive, motivated approach with a willingness to learn and take on new challenges
• Experience supporting Windows environments and associated hardware (e.g. routers, printers, tablets, network devices)
• Stronger SQL capability, including complex joins, aggregates and subqueries, with experience troubleshooting data issues, producing detailed reports, and understanding relational database design.
• 2–3 years’ experience working within an ITIL‑aligned Service Desk
• ITIL v4 certification

What We Offer

• Competitive salary, negotiable based on experience
• Comprehensive benefits package including gym membership, private healthcare, and company pension, available following successful completion of a 6‑month probation period
• Full hands‑on training across all Prohire software products
• Hybrid working model (combination of remote and office‑based working)
• Clear opportunities to develop advanced technical and software skills
• 20 days annual leave plus bank holidays, increasing to 25 days after 3 years’ service

Why Join Us?

This is an excellent opportunity to join a forward‑thinking SaaS company delivering industry‑leading solutions in vehicle rental management. You’ll be part of a supportive team, exposed to real technical challenges, and given room to grow as both a support professional and a technologist.