Customer-First Service Desk Engineer (Hybrid)

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

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.