Service Desk Engineer Central Ops - IT · Leeds ·

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

Who are IDHL?

At IDHL, we’re more than a digital agency, we’re a strategic partner to ambitious brands, helping them accelerate growth in the digital economy.

Our expertise is delivered through three core divisions: Performance, Web & eCommerce, and Intelligence – all working closely together to create impact across channels.

We’re also home to Fostr, a Shopify Plus agency for luxury and lifestyle brands, and The MTM Agency, specialists in integrated marketing and audience engagement.

What connects it all is our focus on outcomes, not just outputs. We back each other, take pride in what we do, and make sure the way we work works for everyone.

Your role as Service Desk Engineer:

We are looking for a skilled Service Desk Engineer to provide expert technical support and deliver an exceptional experience to our internal teams. This role offers the opportunity to get involved in impactful IT projects and drive improvements that make a real difference across the business.

Reporting directly to the Group IT Manager, you’ll collaborate closely with colleagues to ensure our IT infrastructure is reliable, efficient, and prepared for future growth. If you’re passionate about technology and eager to contribute your skills, this is a great opportunity to make a meaningful impact.

Key Responsibilities

• Provide technical support, ensuring the prompt and 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, ensuring customer satisfaction
• Log, update, and document all incidents accurately within the service management platform
• Act as an escalation point for junior team members, offering guidance, mentorship, and support
• Escalate complex or unresolved issues to the appropriate teams in a timely manner
• Build and maintain strong relationships with internal stakeholders to ensure a positive IT support experience
• Ensure adherence to the Information Security Policy and best practices, assisting where required to identify and mitigate security threats
• Support the integration and management of emerging AI technologies to enhance operation and service delivery
• Assist the Infrastructure Engineers with system configurations, maintenance, and troubleshooting tasks
• Follow established processes and procedures, contributing to continuous improvement initiatives, including cybersecurity and AI-related enhancements
• Help the Group IT Manager in refining existing procedures and implementing new support protocols to enhance the Technology department

Skills and Experience

• 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 and enthusiasm for emerging tech
• Basic understanding of artificial intelligence concepts and applications
• Knowledge of cybersecurity principles and best practices to protect systems and data