Service Desk Engineer – Hybrid – £400/day Outside IR35 | Cisco | Windows | Powershell | Azure | AWS | Microsoft
We are seeking an experienced Service Desk Engineer who is passionate about delivering exceptional customer experiences. This role is central to ensuring our clients feel informed, supported, and confident in the service they receive.
The successful candidate will take a customer‑first approach to service delivery, communicating clearly and proactively throughout the entire ticket lifecycle. Alongside strong technical capability, the role requires a collaborative mindset, a genuine interest in technology, and a commitment to continuous improvement while supporting a diverse and growing global client base.
12-month contract
Key Responsibilities
- Act as a technical escalation point, providing guidance and support to junior team members through mentoring and knowledge sharing
- Deliver high‑quality technical support aligned with customer experience best practices
- Maintain clear, proactive communication with customers throughout the lifecycle of incidents and requests
- Apply ITIL principles to ensure consistent, reliable, and customer‑focused service delivery
- Take full ownership of issues, ensuring timely and effective resolution
- Contribute to the improvement, testing, and documentation of service desk processes and procedures
- Work collaboratively with internal teams to deliver a seamless, end‑to‑end customer experience
Skills & Experience
- Strong knowledge of the ITIL framework, including incident and major incident management
- Demonstrated ability to prioritise workloads effectively in a fast‑paced environment
- Proven troubleshooting and problem‑solving skills
- Excellent communication skills with a strong customer‑centric mindset
Technical Environment
The Service Desk Engineer will be exposed to a broad range of technologies, including (but not limited to):
- Infrastructure
- Telephony
- Servers & Tools
- End User Computing
- Windows, macOS
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