Desktop Support Engineer

About the Role

As a IT Service Technician, you will play a key role from day one, acting as the first point of contact for logging and resolving technical queries and incidents. Support will be delivered via telephone, in person, and through an ITSM portal, working closely with various technical teams.

You will provide hands-on technical support, bridging the gap between the IT Service Desk and 3rd line services across offices in London and Liverpool.

Your responsibilities will include promptly and professionally resolving IT support requests, delivering high-quality customer service to end users. You'll also handle hardware support, mobile phone configuration, meeting room systems, printing, routine system checks, and the provision or replacement of corporate IT equipment.

This is an on-site role based in Liverpool

Key Responsibilities

• Deliver exceptional customer service and resolve technical issues efficiently
• Log, analyse, and manage incidents through to resolution
• Collaborate with internal teams and external suppliers to fulfil service requests
• Escalate and assign incidents appropriately when necessary
• Apply strong troubleshooting and organisational skills
• Manage and prioritise tasks using an ITSM system
• Attend data centre locations as required

To succeed in this role, you should have:

• Experience in a customer-facing IT support role with a strong service ethos
• Proficiency in Windows OS, Office 365 administration, and Active Directory
• Familiarity with remote support tools and IT hardware troubleshooting
• Basic knowledge of networking, including firewalls and TCP/IP
• Experience supporting mobile devices within MDM/BYOD environments (iOS preferred)
• Confidence using Microsoft Teams and other MS Office applications
• Strong documentation skills, analytical thinking, and attention to detail