Service Desk Engineer | Hybrid IT Support

Bytes Group; Leatherhead; Híbrido; GBP 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Induction programme

Descripción de la vacante

Bytes Group is seeking a Service Desk Engineer to join the Services Support team at Bytes Software Services Head Office. You will be the first point of contact for incidents and requests, logging and triaging tickets, and providing first-line resolution for Microsoft, end-user computing, cloud services and business applications in a hybrid working environment.

This role offers structured onboarding, ongoing training, and clear progression into Second/Third Line roles, with a focus on customer

Formación

• Good literacy and numeracy skills (ESSENTIAL)
• Relevant IT qualification, apprenticeship or equivalent practical experience (DESIRABLE)
• Microsoft Fundamentals, ITIL Foundation or comparable certification (DESIRABLE)

Responsabilidades

• Act as the first point of contact for customer incidents, service requests, alerts and technical enquiries, providing a professional and customer-focused service.
• Log, categorise, prioritise and manage tickets accurately throughout their lifecycle, maintaining clear ownership and timely customer communication.
• Diagnose and resolve first-line technical issues across supported applications, such as Snow, Flexera, Quantum, DaaS and Microsoft cloud.
• Complete user administration activities, including customer service desk, application and services onboarding in accordance with approved processes.
• Monitor unassigned queues, aging tickets and SLA risks, ensuring work is progressed or escalated to the appropriate resolver group with complete triaging and troubleshooting information.
• Follow incident, service request, escalation, security and data-handling procedures, identifying potential priority or customer-impacting issues promptly.
• Record accurate troubleshooting, resolution and customer communication notes within the Service Desk platform.
• Create and maintain knowledge articles, support documentation and standard operating procedures, sharing knowledge with colleagues.
• Work collaboratively with Second Line, Third Line, Service Delivery, Customer Success, Technical Services, vendors and partners, while contributing to training and continual service improvement.

Conocimientos

Customer service

IT support

Communication skills

Problem solving

Educación

IT qualification / apprenticeship

Microsoft Fundamentals/ITIL Foundation (DESIRABLE)

Herramientas

HaloITSM

Freshservice

ServiceNow

Descripción del empleo

Bytes Group is seeking a Service Desk Engineer to join the Services Support team at Bytes Software Services Head Office. You will be the first point of contact for incidents and requests, logging and triaging tickets, and providing first-line resolution for Microsoft, end-user computing, cloud services and business applications in a hybrid working environment.

This role offers structured onboarding, ongoing training, and clear progression into Second/Third Line roles, with a focus on customer