Fulltime, IT & Engineering, Permanent

Service Desk Engineer


Job Responsibilities:

  • Managing Incidents and Requests (Cases) in line with Case Management Process and ITIL best practices.
  • Ensuring Incidents and Requests are responded to within the customers Service Level Agreement (SLA).
  • Provide an effective, professional response to Incidents and Requests in line with Keeping The Customer Informed Process. Ensuring a seamless level of customer service and support is offered throughout the customers supported hours.
  • Setting and managing expectations to end users on timescales for next steps on incidents and requests to progress them to resolution.
  • Be familiar with following processes, reviewing knowledge articles, online support material and utilising others expertise to provide a 1st Time Fix wherever possible.
  • Escalating Incidents and Requests when required to internal resolver groups (2nd and 3rd Line) or external parties, managing/working with all resolver groups through to resolution.
  • Contribute to the Service Desk Knowledge Base, submitting articles and highlighting missing/incomplete areas.


  • Customer Service Skills: Empathise with users, display active listening skills, polite telephone manner.
  • Experience managing/handling Incidents, Requests or Cases in an ITSM Toolset such as ServiceNow.
  • Experience using Jamf Pro and/or Jamf School using Smart and Static Groups, Deploying Apps, Renewing DEP, VPP and APNS Certificates. Using Policies and Configuration Profiles to any extent would also be desirable.
  • Experience troubleshooting macOS and iOS issues at both Hardware and Software levels.
  • Experience troubleshooting Windows 10 and 11 issues at both Hardware and Software levels.
  • Experience using Active Directory (AD) and Microsoft 365.
  • Experience using Backup solutions such as Syncovery and Veeam would be desirable.
  • Experience InTune for either User/Group Management, Device Enrolment or Registration would be desirable.
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