Service Desk Engineer

Ultima Group; Reading; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT solutions provider is seeking an Internal Recruiter for their Reading location. This role involves providing first-level technical support, troubleshooting hardware and software issues, and effectively communicating with users. Candidates should have at least 1 year of experience in an IT service desk environment and possess relevant certifications. The company values diversity and inclusivity in the workplace.

Qualifications

• At least 1 year experience working within an MSP on an ITIL service desk.
• Ability to multitask effectively.
• Understanding of Windows operating systems.

Responsibilities

• Provide first-level technical support to end-users via phone and email.
• Troubleshoot hardware and software issues.
• Document and prioritize user incidents within the ITSM tool.

Skills

MS-900 certified

Communicate effectively

MS Office applications

Customer First Behaviour

Education

ITIL Foundation Certified

AZ-900 certified

SC-900 certified

Tools

Ticket Management Software

Job description

Internal Recruiter - Ultima Business Solutions

Service Desk Engineer

Location: Reading (Onsite)

Shift pattern: Monday to Friday (8 hour shifts between 7am and 7pm)

KEY ACCOUNTABILITIES / ROLE PURPOSE

This position is the first point of contact for users experiencing technical issues, providing timely and effective resolutions. The role encompasses a broad range of responsibilities, including troubleshooting hardware and software problems, maintaining user accounts, and assisting with IT‑related escalations. The 1st Line IT Support Engineer collaborates closely with the IT team to deliver exceptional support and contribute to the overall objectives, KPIs and SLAs.

MAIN DUTIES AND RESPONSIBILITIES

• Provide first‑level technical support to end‑users via phone, email and live chat.
• Troubleshoot and resolve hardware, software and peripheral issues on desktop, laptop, printer, mobile and other devices.
• Assist users in setting up and configuring software applications, email accounts and network connections.
• Document and prioritise user incidents and requests within the ITSM tool.
• Ensure incidents and requests are resolved within agreed SLAs, escalating when necessary.
• Identify knowledge gaps and flag them.
• Update and create knowledge articles.
• Meet the required monthly threshold for call and ticket quality.
• Improve on problem areas highlighted by the Quality Manager.
• Adhere to all service desk, Ultima and organisational policies.
• Maintain scheduled working hours.

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

• MS‑900 certified
• At least 1 year experience working within an MSP on an ITIL service desk
• Ability to communicate effectively both verbally and in written format.
• Understanding of how to operate a Windows computer.
• Ability to use MS Office applications.
• Ability to multitask.
• Customer First Behaviour
• Required to apply for DBS clearance

DESIRED KNOWLEDGE, SKILLS & EXPERIENCE

• A basic understanding of Active Directory and Exchange admin.
• AZ‑900 certified
• SC‑900 certified
• Proficient in MS Office Suite (2013, 2016, 365).
• Ability to organise and plan to ensure all deadlines are met.
• Excellent problem‑solving skills.
• Good computer hardware and software knowledge.
• Ability to work under pressure and to tight deadlines.
• Proven ability to build effective relationships with colleagues and customers, and within a team.
• Contribute to individual, team and company targets and objectives.
• Commercially minded with ability to work independently.
• Conscientious with attention to detail.
• Preferred experience using a Ticket Management Software, creating/updating & logging tickets.
• ITIL Foundation Certified.

KEY COMPETENCIES REQUIRED FOR ROLE

• Adaptable – able to change tact or approach to ever changing circumstances with a proven ability to prioritise and plan.
• Collaborative – you don’t operate in silos; you break them down and make connections.
• A Listener – you listen to your customers and to the Ultima people working with those customers – you’re always on the lookout for opportunities to enhance the experience of our customers or for ways to help them.
• Creative – you’ll be flexible in your thinking – sometimes following the right process is the answer, and sometimes there just isn’t a process for the scenario.
• Empathetic – you can see the Customer’s perspective and Ultima’s perspective and find the middle ground.
• Challenging – sometimes the customer is right, and sometimes they are not – and you can spot the difference.
• Passionate – about delivering quality and success for your Customers. Skills, able to build relationships and work effectively with others at all levels across the business.

We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.

Not sure you meet every single requirement?

People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.

Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you.