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Service Desk Engineer

3 months ago

Didsbury, Manchester, United Kingdom Principal IT Full time

Service Desk Engineer (Hybrid) - 25, ,500 - Didsbury

Principal IT are working with a well-known award winning travel expert based in Didsbury that are looking for a group IT engineer to join their team. In this role you will play a vital part in supporting the head office, retail outlets and remote specialist locations across the UK. They are looking for someone who can confidently service staff face to face, share their passion about continuous professional development and has an innovative approach to incorporating new technologies into their operations. You will be responsible for supervising the daily operations of network and server infrastructure. You will also be responsible for aligning the IT infrastructure with current and future business requirements.

Reporting directly to the service desk manager, the role is hybrid with 3 days in the office based at the carrier office, although visits to their retail stores and specialists will be required. In this role you will be part of a team working to cover weekday and weekend shifts.

Key Responsibilities:

  • Provide 1st level technical support for various IT incidents and requests.
  • Handle queries raised either by phone, Teams, through the outsourced team or via our Service Desk portal.
  • Monitor helpdesk queries and providing technical L1 support as required.
  • Take ownership of incidents through to resolution.
  • Maintain a high degree of customer service for all support queries and adhere to service management principles.
  • Troubleshoot basic issues on the LAN, Wi-Fi and network cable (patching).
  • Understand and proactively operate the escalations procedure engaging 2nd and 3rd line service desk, infrastructure/operation support teams in accordance with any agreed SLAs and/or process.
  • Update or create support documentation or knowledge base articles to assist team members and colleagues with self-help information.
  • Build PCs/laptops and attempt to troubleshoot hardware problems.
  • Provide desktop, printer, phone support in a Windows 10/11/AD/Office environment.
  • Deploy new IT equipment as part of the management of migrations, movers, starters and leavers processes.
  • Be positive in undertaking any reasonable duties relevant to the position to ensure the success of the department

Requirements:

  • A basic level of IT literacy.
  • Basic troubleshooting and problem-solving skills.
  • Basic knowledge of Microsoft based Operating Systems - emphasis on Windows 10 & 11.
  • Good verbal and written communication skills.
  • Some experience with MS Office
  • UK Driving License

Desirable:

  • Relevant IT Service Delivery experience or IT Desktop Support Experience
  • Knowledge of User & Security Groups and Active Directory Administration
  • Using and installing Microsoft Office 365 - permissions, calendar sharing, delegation
  • Experience supporting Desktop, Laptops, Multi-Functional Devices and Software with skills in a windows OS / Active Directory environments.
  • Basic TCP/IP knowledge
  • Remote Desktop Services
  • Microsoft SCCM

The Package:

If successful our client is offering a salary of between 25, ,500, favourable holiday allowance, company contributed pension scheme.

How to Apply

If you are interested in hearing more about this service desk engineer vacancy or interested in applying for the role please email me at or contact Principal IT Directly on LinkedIn.

INDGH