IT Service Desk Engineer
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Reach the decision-maker — $5About the role
**Experience and Skills**
* **Graduate with at least 3 years of experience** working as Service Desk personnel in the UK, with a proven track record of handling complex technical issues and leading service desk operations. * **Excellent English communication skills**, demonstrated by a Versant Score of 70 or higher. * **Advanced knowledge** of ITIL processes, including Incident, Change, and Problem Management, with the ability to implement and improve these processes. * Strong expertise in **Active Directory management**, **Microsoft 365 services**, and **network troubleshooting**. * Experience in **mentoring junior team members** and contributing to team development. * Hands\-on experience with **ITSM tools** like ServiceNow and remote support tools such as BeyondTrust. * Proven ability to **analyze service performance metrics** and implement improvements to enhance efficiency and user satisfaction.
**Responsibilities**
* **Lead the Service Desk team** in handling Incidents and Service Requests, ensuring high\-quality service delivery. * Collaborate closely with the **Service Manager** to align service desk operations with business goals. * **Develop and share advanced Service Desk reports**, providing insights into performance and areas for improvement. * Drive **process automation and self\-service initiatives** to reduce repetitive manual tasks and improve efficiency. * Provide **expert\-level technical support** via phone, email, live chat, and self\-service platforms, ensuring a professional and user\-friendly experience. * Handle **complex troubleshooting** for advanced technical issues, minimizing the need for escalation to higher\-level support. * Manage and optimize **Active Directory tasks**, including account creation, group policy management, security access control, and directory synchronization. * Deliver **advanced support for Microsoft 365 services**, including Exchange Online, Teams, SharePoint, and OneDrive. * Troubleshoot and resolve **network issues**, including DNS, DHCP, VPN, firewall, and proxy configurations. * Utilize tools like **SCCM** or **Intune** for remote desktop and endpoint management. * **Monitor and manage IT service tickets**, ensuring proper categorization, prioritization, and timely resolution. * Create and analyze detailed reports to **track service performance** and recommend improvements. * Maintain and update the **knowledge base** with advanced guides, FAQs, and technical documentation. * Ensure proper **ticket logging and assignment**, prioritizing issues based on severity and business impact. * **Proactively follow up on incidents** to meet service deadlines and prevent business interruptions. * Escalate unresolved issues promptly to avoid prolonged downtime. * Use **ITSM tools like ServiceNow** to manage tickets and workflows efficiently. * Provide **remote support** using tools like BeyondTrust to resolve user issues quickly and effectively.
**Soft Skills**
* **Exceptional customer service skills**, with the ability to handle complex and high\-pressure situations calmly and professionally. * Strong **leadership and mentoring abilities**, fostering a collaborative and productive team environment. * **Analytical mindset** with excellent problem\-solving skills to address technical and operational challenges. * Highly **organized and detail\-oriented**, ensuring accurate documentation and efficient task management. * **Empathetic and patient**, with a user\-focused approach to resolving issues. * Ability to **prioritize tasks effectively** and manage competing demands in a fast\-paced environment.
Pay: £30,000\.00 per year
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in St Albans AL1 1NW
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