IT Service Desk Engineer

Key Responsibilities

• Regular on-site visits to clients as required delivering first and second line support for IT issues. This may include a presence at the client sites in the event of unforeseen IT incidents co-ordinating resolution with the Managed Service team in Newcastle-upon-Tyne
• Act as the first line of support for IT issues via phone, email, and ticketing systems
• Troubleshoot hardware, software, and network problems, escalating when required
• Manage user accounts and access rights in Microsoft 365 and Active Directory
• Configure and support desktops, laptops, and mobile devices.
• Keep tickets updated and resolved in line with SLAs
• Assist with IT projects, rollouts, and system improvements
• Collaborate with our office based team in Newcastle-upon-Tyne

Skills, Knowledge & Expertise

• Proven experience in an IT support or service desk role
• Strong knowledge of Windows OS, Microsoft 365, and Active Directory
• Good understanding of networking basics (DNS, DHCP, VPN, TCP/IP)
• Familiarity with ITSM tools (ServiceNow, Freshservice, etc.)
• Excellent troubleshooting and problem-solving skills
• Customer-focused with strong communication skills
• Demonstrated ability to work independently in a remote environment maintaining productivity, accountability and communication with the broader team
• A full and valid Driving Licence will be required to attend client site visits

Benefits

• We Shine Together
• We Do the Right Thing
• We Make It Count