Service Desk Engineer

Waterstons Ltd.; Glasgow; Hybrid; GBP 80,000 - GBP 100,000; Full time

Job summary

A dynamic IT consultancy based in the UK is seeking a Service Desk Engineer to deliver exceptional customer support as part of a hybrid working team. Candidates should have at least 2 years of IT experience and be familiar with the ITIL framework. Responsibilities include maintaining clear communication with clients, managing technical escalations, and improving service quality. The role offers competitive salary and unlimited holidays, with a focus on professional development and diverse technologies.

Benefits

Unlimited holiday allowance

Private medical insurance

EV car scheme

Cycle to work scheme

Employee assistance programme

Qualifications

• At least 2+ years of experience within the IT industry.
• Knowledge of ITIL framework and incident prioritization.
• Excellent troubleshooting skills.

Responsibilities

• Act as a point of technical escalation for junior members.
• Deliver high-quality technical support.
• Maintain proactive communication with customers.
• Apply ITIL principles for service delivery.
• Own issues for effective resolution.
• Improve service quality through process documentation.
• Collaborate with teams for a seamless experience.

Skills

Customer-focused mindset

Technical troubleshooting

Proactive communication

Education

2+ years in IT industry

Tools

Microsoft Teams

Active Directory

PowerShell

Cisco Switches

Azure

Job description

Who you’ll be joining

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients.

We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons.

Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.

What You’ll Be Doing

We’re looking for a Service Desk Engineer who is passionate about delivering exceptional customer experiences above all else. Our clients rely on us to keep them informed, supported, and confident in the service they receive, so we’re seeking someone who naturally puts the customer at the heart of everything they do. You’ll communicate clearly and proactively throughout every stage of a ticket, ensuring clients always feel valued and reassured. Alongside this customer‑first mindset, you’ll bring a love for technology, a collaborative approach, and a genuine interest in continual improvement as you support our diverse range of clients across our expanding global team.

We offer hybrid working, giving you flexibility in your place of work, but we do strongly encourage regular office attendance in either our Durham or Glasgow office, where possible.

Shifts are 9.5 hours, working with the Australian team. This includes working one weekend in four and public holidays. The UK team's coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.

Day-to-day responsibilities

• Act as a technical escalation point and support junior team members through guidance and knowledge sharing.
• Deliver high‑quality technical support that reflects our commitment to exceptional customer experience.
• Keep customers clearly and proactively informed throughout the lifecycle of their tickets.
• Apply ITIL principles to ensure consistent, reliable, customer‑focused service delivery.
• Take ownership of issues to ensure timely, effective resolution.
• Contribute to the improvement, testing, and documentation of processes that enhance service quality.
• Work collaboratively with other teams to provide a seamless, joined‑up customer experience.

Some of the skills we are looking for

Essential

• At least 2+ years of experience within the IT industry.
• Knowledge of the ITIL framework, an understanding of how to prioritise work and major incidents, and the ability to display your troubleshooting skills.

During your time on our Service Desk you will be exposed to a wide range of technologies, where experience is desirable. Below is an example of the types of technologies that you will see on a day‑to‑day basis:

• Infrastructure: Cisco, HP & Dell Switches / Cisco ASA / VMware / Veeam / Hyper‑V / NAS / SAN Storage
• Telephony: Microsoft Teams / Mitel
• Servers: Windows Servers / Active Directory (Group Policy/Login Scripts) / Exchange / SCCM / PowerShell
• Desktops: Windows / MacOS
• Cloud: Microsoft 365 Administration/ Exchange online / Azure / AWS / Intune

How We Take Care of You

As well as offering a competitive salary, we have an attractive benefits package including:

• A healthy work life balance with flexible and agile working being the norm
• Unlimited holiday allowance
• EV car scheme (salary sacrifice)
• Room to grow with supported development opportunities and sponsored training
• Enhanced family policies
• If you ever need it, company sick pay and life assurance
• Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance
• Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work

We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries.

Waterstons is committed to creating an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.

Privacy Statement

Waterstons are gathering the data in this application for the purpose of recruitment and to ensure we can contact you regarding this application. For information about what we do with your personal data see our Privacy Notice.