Service Desk Engineer

IT Service Desk Engineer (1st Line Support)

Location: Thurso fully on-site (5 days per week)
Hours: Monday–Friday (07:30–15:45 or 08:00–16:15)

About the Role

We are looking for a Service Desk Engineer to join our Managed Services team onsite in Dounreay. This is a customer-facing, hands-on support role where you will act as the first point of contact for IT issues, resolving the majority of incidents at first contact.

You’ll be part of a collaborative team delivering high-quality IT support to end users, ensuring a seamless service experience in a fast-paced environment.

What You’ll Be Doing

• Acting as the first point of contact for IT support queries (phone, email, ticketing system)
• Logging, triaging and resolving incidents using ServiceNow
• Troubleshooting hardware, software, access and connectivity issues
• Managing user accounts (password resets, access requests, onboarding/offboarding)
• Supporting IT equipment, including desktops, laptops and peripherals
• Maintaining a high first-time fix rate (target ~80%)
• Escalating complex issues to 2nd line support where required
• Updating tickets and documentation in line with ITSM processes
• Building strong relationships with end users, including senior stakeholders

What We’re Looking For

Essential:

• Excellent customer service and communication skills
• Basic IT support/troubleshooting knowledge
• Strong problem-solving ability and willingness to learn
• Ability to work on-site full-time
• Must be eligible for Security clearance

Desirable:

• Experience with ServiceNow or similar ITSM tools
• Exposure to Microsoft 365, Azure or Active Directory
• Understanding of ITIL-based support environments
• Full UK driving licence

About You

• Early-career IT professional or from a strong customer service background
• Personable and confident in dealing with users face-to-face
• Proactive, organised and able to manage multiple tasks
• A team player who takes ownership of issues through to resolution