Service Desk Engineer Job at workshop recruitment (Waterlooville)

Service Desk Engineer

workshop recruitment

Location:
United Kingdom , Waterlooville

Category:
IT - Administration

Contract Type:
Not provided

Salary:

28000.00 GBP / Year

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Job Description:

We are recruiting for a Service Desk Engineer to join a growing IT services team based in Waterlooville. This role sits at the heart of the service delivery function, providing first-line technical support and ensuring customers receive a structured, reliable and professional IT support experience. This is an excellent opportunity for someone with 1–3 years’ experience working in an MSP or structured IT service desk environment, who is comfortable working within SLA-driven support environments and managing ticket queues. As Service Desk Engineer, you will act as a primary point of contact for IT incidents and service requests, delivering clear, calm and professional support to users. You will diagnose first-line technical issues, follow established support processes and escalate complex issues where required. The role requires someone who can prioritise effectively, think clearly about impact and urgency, and maintain strong communication with customers throughout the support lifecycle.

Job Responsibility:

Provide first-line IT support for incidents and service requests via phone, email and ticketing systems
Diagnose and resolve common technical issues, escalating more complex problems where required
Manage and prioritise ticket queues within an SLA-driven service environment
Maintain accurate records of incidents, resolutions and support activity within the service desk system
Communicate clearly with users throughout the lifecycle of support requests
Support user account management and joiner/mover/leaver processes
Follow structured service desk procedures and contribute to continuous service improvement

Requirements:

1–3 years’ experience in an IT Service Desk or Helpdesk role
Experience working within an MSP or structured IT services environment
Experience managing ticket queues and SLA-based support environments
Good working knowledge of Microsoft 365 administration and troubleshooting
Strong customer service and communication skills
Experience using IT ticketing systems
Calm and structured when handling incidents or customer queries
Strong at prioritisation and managing multiple tickets effectively
Customer-focused with a professional communication style
Comfortable escalating issues when appropriate

Nice to have:

Exposure to ITIL or structured IT service management frameworks

What we offer:

Company pension
Private healthcare
Life assurance
Generous holiday allowance
Employee Assistance Programme
Volunteer days
On-site parking
Professional training and development opportunities

Additional Information:

Job Posted:
March 22, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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