POSITION DETAILS:
Position Title:
Service Desk Engineer
Reports to (POSITION):
Service Desk SME & Team Lead
Team:
Services Support
Department:
Services & Solutions
PURPOSE OF JOB:
The Service Desk Engineer is responsible for delivering high-quality technical support and excellent customer service to customers and internal stakeholders. Acting as the first point of contact for incidents, service requests, alerts and enquiries, the role diagnoses, troubleshoots and resolves technical issues wherever possible, while ensuring tickets are accurately recorded, prioritised, escalated, progressed and managed in line with agreed service levels. The role supports Microsoft technologies, end-user computing, cloud services and business applications, and contributes to knowledge management, continual service improvement and operational excellence.
KEY RESPONSIBILITIES:
• Act as the first point of contact for customer incidents, service requests, alerts and technical enquiries, providing a professional and customer-focused service.
• Log, categorise, prioritise and manage tickets accurately throughout their lifecycle, maintaining clear ownership and timely customer communication.
• Diagnose and resolve first-line technical issues across supported applications, such as Snow, Flexera, Quantum, DaaS and Microsoft cloud.
• Complete user administration activities, including customer service desk, application and services onboarding in accordance with approved processes.
• Monitor unassigned queues, aging tickets and SLA risks, ensuring work is progressed or escalated to the appropriate resolver group with complete triaging and troubleshooting information.
• Follow incident, service request, escalation, security and data-handling procedures, identifying potential priority or customer-impacting issues promptly.
• Record accurate troubleshooting, resolution and customer communication notes within the Service Desk platform.
• Create and maintain knowledge articles, support documentation and standard operating procedures, sharing knowledge with colleagues.
• Work collaboratively with Second Line, Third Line, Service Delivery, Customer Success, Technical Services, vendors and partners, while contributing to training and continual service improvement.
OPPORTUNITIES:
• Structured onboarding, product training and ongoing technical development.
• Microsoft Fundamentals and role-relevant certification pathways.
• Development towards Technical Specialist responsibilities within the Services Support function or wider Service Division.
• Progression opportunities into Second Line Support, Team Leadership, Service Delivery or Customer Success.
• Exposure to a broad range of Microsoft cloud, workplace and customer technologies.
• Participation in knowledge management, automation and continual service improvement initiatives.
WIDER TEAM NETWORK
Internal
• Service Desk Engineers and Team Leads
• Second and Third Line Support Teams
• Service Delivery and Customer Success
• Technical Services and Professional Services
• All Bytes employees
External
• Customers and authorised customer contacts
• Technology vendors, manufacturers and support providers
• Third-party suppliers and partners
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Educational Qualifications:
• Good literacy and numeracy skills
• Relevant IT qualification, apprenticeship or equivalent practical experience
• Microsoft Fundamentals, ITIL Foundation or comparable certification
ESSENTIAL
DESIRABLE
DESIRABLE
Other Requirements
• Experience in a customer service, Service Desk or IT support environment
ESSENTIAL
• Strong customer service, written communication and telephone skills
ESSENTIAL
• Experience using an ITSM or incident management platform such as HaloITSM, Freshservice or ServiceNow
DESIRABLE
CORE Competencies & SKILLS – BASED ON POSITION AND GRADE
• Customer-focused approach with a commitment to providing clear, timely and professional support.
• Logical troubleshooting and analytical problem-solving…