Service Desk Engineer

Service Desk Support Engineer Job Description Our client is seeking a proactive and customer-focused Service Desk Support Engineer to join their team in providing 24/7/365 support for end users. The ideal candidate will be responsible for delivering high-quality technical support, troubleshooting and resolving IT issues, and ensuring minimal downtime for users, no matter the time of day. This is an exciting opportunity for someone who thrives in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.Working Hours: This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.Key Accountabilities / Responsibilities:

• Serve as the primary point of contact for all IT-related inquiries and incidents from end-users via phone, email, or ticketing system.
• Troubleshoot and resolve issues related to operating systems, applications, printers, networks, and other IT-related tools.
• Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
• Contribute to the development of internal knowledge base articles and user guides to improve self-service and troubleshooting.
• Communicate with end-users to update them on the status of open issues and provide clear instructions for resolution.
• Prioritise and escalate unresolved issues to other support teams as necessary.
• Monitor system alerts and perform routine checks to ensure IT services are running optimally.
• Collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
• Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines.
• Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
• Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles.

Experience:

• A degree or equivalent qualification in engineering (or a related field).
• Proven experience in IT support, technical support, or helpdesk roles

Technical Skills:

• Familiarity with relevant engineering tools, programming languages, or technologies.
• Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams, SharePoint).
• Strong desire to learn and develop technical skills.
• Hands-on experience with tools like ServiceNow, Jira Service Management, or similar ITSM platforms.

Overview: Position - Service Desk Support Engineer – Permanent Location – Shrivenham, Swindon (Rotational Hybrid) Salary – £26k - £30k Only apply for this role if you currently hold the specific Government Security Clearance or are eligible for Government Security Clearance.Due to the nature of work undertaken at our client's site, incumbents of these positions are required to meet special nationality rules and therefore these vacancies are only open to sole British Citizens. Applicants who meet this criteria will also be required to undergo security clearance vetting, if not already security cleared to a minimum SC level.Electus Recruitment Solutions provides specialist engineering and technical recruitment solutions to a number of high technology industries. We thank you for your interest in this vacancy. If you don't hear from us within 7 working days please presume your application has been unsuccessful on this occasion. You are of course free to resubmit your CV/details in the future and we shall assess your suitability at that time.This is a Permanent Role