Service Desk Engineer — 24/7 SaaS & AI Support

Amplience Amplience Ltd; Tees Valley; On-site; GBP 28,000 - 35,000; Full time

Job summary

A technology solutions provider is hiring a Service Desk Engineer to deliver technical product support to users. You will handle incident management, analyze support tickets, and ensure customer satisfaction. The role requires ITIL4 qualification and at least two years in a Service Desk environment. Importance is placed on problem-solving skills and the capability to work in a dynamic environment. Benefits include a pension scheme, enhanced leave, and competitive compensation.

Benefits

Pension Scheme

Annual Leave of 25 days

Enhanced Maternity Leave

Birthday Leave

Company-wide Recharge Days

Employee Referral Bonus

Cycle to Work Scheme

Qualifications

• Must have ITIL4 qualification or equivalent.
• More than 2 years of experience in a service desk role.
• Familiarity with writing technical documentation.

Responsibilities

• Provide technical support to customers and partners.
• Analyze support tickets and categorize them appropriately.
• Manage incidents and escalate issues as needed.
• Perform service request fulfillment and provisioning.

Skills

Problem-solving skills

Understanding of Incident Management

Knowledge of ITSM tooling

Technical writing skills

Education

ITIL4 qualification

2+ years’ experience in Service Desk

Tools

FreshService

Github

REST API

GraphQL

Job description

A technology solutions provider is hiring a Service Desk Engineer to deliver technical product support to users. You will handle incident management, analyze support tickets, and ensure customer satisfaction. The role requires ITIL4 qualification and at least two years in a Service Desk environment. Importance is placed on problem-solving skills and the capability to work in a dynamic environment. Benefits include a pension scheme, enhanced leave, and competitive compensation.