Service Desk Engineer

Our client, a prominent entity within the Defence & Security sector, is seeking a dedicated Service Desk Engineer to join its permanent workforce in Romsey. This pivotal role involves ensuring the high-quality delivery of IT service management to UK and international customers, driving sustainable business growth through excellent customer service and effective team collaboration.

Key Responsibilities:

• Serving as the primary point of contact for managing incoming queries via phone, email, and portal.
• Handling Incident, Problem & Request Management, ensuring that all issues or requests are logged and up-to-date in the ITSM tool.
• Providing first-line (L1) and second-line (L2) support on Electromagnetic Warfare (EW) products.
• Monitoring system performance, escalating unresolved issues, and maintaining high levels of incident ownership.
• Liaising with internal teams such as Sales, Engineering, QA, and external stakeholders to ensure service alignment with customer needs.
• Creating and maintaining knowledge base articles for customer self-service.
• Analysing data to drive continuous improvement in IT services and reduce downtime.
• Generating statistics and service reports for reviews.
• Managing the customer-facing Change Management processes and linking them to asset and configuration management.
• Promoting the client's brand and ensuring compliance with the company's policies and procedures.

Job Requirements:

• Degree or HND/HNC qualified in a relevant field.
• Experience in the service support of low volume, high value products and systems in a regulated environment.
• Electronic Warfare experience within the MoD (14 Signal Regiment).
• Awareness of ITIL (v3 or v4).
• Served in the 14 Signal Regiment.
• Ability to achieve DV clearance, requiring residency in the UK for the last 10 years.

Benefits:

• Competitive salary
• Flexible benefits covering Health and Wellbeing, Savings and Protection, and Life, Leisure and Entertainment.
• Inclusive, creative working environment with a focus on Equal Opportunity, Diversity, and Inclusion.
• Access to community groups for sharing ideas and passions.

If you have a strong background in IT service management, particularly within the Defence & Security sector, and thrive in a customer-focused role, we would love to hear from you. Apply now to join our client's dynamic team in Romsey.