Service Desk Engineer

Required Skills and Experience

• 2 to 4 years of experience in an enterprise IT Service Desk, Help Desk, or Level 1 user-support role.
• Working knowledge of incident and service-request management.
• Experience using an ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or an equivalent enterprise ticketing tool.
• Understanding of ticket logging, classification, prioritization, escalation, routing, and closure.
• Experience supporting users through telephone, email, chat, or Microsoft Teams.
• Basic troubleshooting knowledge across:
• Windows desktop and laptop environments
• Microsoft 365 applications
• Outlook and Microsoft Teams
• User-access and authentication issues
• VPN and VDI connectivity
• Basic network connectivity
• Remote-access tools
• Standard enterprise applications
• Ability to follow SOPs, runbooks, knowledge articles, and escalation matrices.
• Good spoken and written English.
• Strong customer-service orientation and professional telephone etiquette.
• Ability to capture information accurately and communicate clearly with users and resolver teams.
• Willingness to work rotational shifts, weekends, and bank holidays according to the support roster.