Service Desk Engineer — Central IT Operations

IDHL Group; Leeds; On-site; GBP 30,000 - 40,000; Full time

Job summary

A digital agency in the UK is seeking a skilled Service Desk Engineer to offer expert technical support and drive impactful IT projects. The successful candidate will ensure the reliable operation of IT infrastructure, assist with troubleshooting, and collaborate with stakeholders for a positive support experience. Strong organizational and communication skills are essential, along with a good understanding of Microsoft technologies and enthusiasm for emerging AI and cybersecurity practices. This role presents a unique opportunity to positively influence technology management within the organization.

Responsibilities

• Provide technical support, ensuring effective resolution of service desk tickets.
• Configure, maintain, and troubleshoot PCs, laptops, printers and peripherals.
• Take ownership of service desk calls and drive them to resolution.
• Log, update, and document all incidents accurately.
• Act as an escalation point for junior team members.
• Escalate complex unresolved issues to appropriate teams.
• Build relationships with internal stakeholders for a positive IT support experience.
• Ensure adherence to Information Security Policy and best practices.
• Support integration of AI technologies to enhance service delivery.
• Assist with system configurations, maintenance, and troubleshooting.
• Contribute to continuous improvement initiatives including cybersecurity.
• Help refine existing procedures and implement new support protocols.

Skills

Strong organisational and communication skills

Excellent troubleshooting and problem-solving abilities

Methodical approach to diagnosing technical issues

Familiarity with ITIL principles

Good understanding of Microsoft operating systems and Office suite

Working knowledge of Microsoft 365 and Microsoft Azure

Awareness of cloud technologies

Enthusiasm for emerging tech

Basic understanding of artificial intelligence concepts

Knowledge of cybersecurity principles

Job description

A digital agency in the UK is seeking a skilled Service Desk Engineer to offer expert technical support and drive impactful IT projects. The successful candidate will ensure the reliable operation of IT infrastructure, assist with troubleshooting, and collaborate with stakeholders for a positive support experience. Strong organizational and communication skills are essential, along with a good understanding of Microsoft technologies and enthusiasm for emerging AI and cybersecurity practices. This role presents a unique opportunity to positively influence technology management within the organization.