Job details

Service Desk Engineer

As a Service Desk Engineer, you will play a pivotal role in ensuring the smooth and efficient operation of our IT services. Serving as the first point of contact for any technical issues our users may encounter, you will be entrusted with the essential responsibility of diagnosing, troubleshooting, and resolving a wide variety of problems. In situations where issues cannot be immediately resolved, you will escalate them to the appropriate teams while ensuring that our users receive timely updates and solutions.

In addition to these responsibilities, you will also play a crucial role in supporting various IT projects, monitoring the health of our infrastructure, and actively contributing to the ongoing improvement of the service desk function. Your insights and technical expertise will be invaluable as we strive to enhance our service delivery and user experience. This is a fantastic opportunity for a technically skilled, proactive, and people-focused professional to join a fast-paced, innovative, and dynamic environment where your contributions will be recognised and valued..

1. Technical Support and Troubleshooting

Act as the primary point of contact for IT support requests via phone, email, and ticketing systems, ensuring all queries are logged, prioritised, and resolved or escalated within SLA guidelines.
Provide first-line and basic second-line support across a wide range of hardware, software, and network issues, including effectively diagnosing and troubleshooting technical problems.
Ensure timely resolution of incidents by collaborating with internal teams or external providers when escalation is required.

2. User Account and Access Management

Manage user accounts, passwords, and permissions across systems such as Active Directory, Azure AD, and Office 365.
Set up new joiners with appropriate IT access, ensuring a seamless onboarding experience and securely handling leavers’ account deactivations.

3. Hardware and Software Management

Support the configuration, installation, and maintenance of IT hardware, including laptops, desktops, mobile devices, printers, and peripherals.
Install, update, and troubleshoot software applications, ensuring compliance with licensing agreements and company policies.
Maintain an inventory of IT equipment and track hardware warranties.

4. Systems Monitoring and Maintenance

Proactively monitor IT systems, including network performance, servers, and critical applications, identifying and resolving potential issues before they affect users.
Perform routine maintenance and updates to ensure systems are secure, reliable, and compliant with best practices.

5. Documentation and Knowledge Base Development

Create and maintain detailed technical documentation, including user guides, troubleshooting steps, and common issues/resolutions for the knowledge base.
Share knowledge with team members and end users to enhance overall IT literacy within the organisation.

6. Collaboration and Continuous Improvement

Work closely with other IT team members to deliver IT projects like infrastructure upgrades, system migrations, and process automation initiatives.
Contribute to continuously improving IT support processes by identifying opportunities to enhance efficiency and user satisfaction.

7. Customer Service Excellence

Deliver outstanding customer service by demonstrating professionalism, empathy, and effective communication.
Provide regular updates to users regarding the status of their support requests and ensure a positive end-to-end experience.

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

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What You Should Know About Service Desk Engineer, La Fosse

As a Service Desk Engineer, you'll become an essential member of our dynamic IT team, ensuring that our users receive the highest level of support for their technical needs. In this role, you'll be the friendly first point of contact for any technical issues, utilizing your troubleshooting skills to diagnose and resolve a variety of problems. Your keen ability to prioritize and manage support requests via phone, email, and ticketing systems will be key to maintaining smooth IT operations. If you encounter issues that are beyond your scope, you'll collaborate effectively with other teams to escalate these while keeping users informed every step of the way. We value your input, which means actively participating in IT projects, monitoring infrastructure health, and contributing to enhance our service desk processes. Your talents will shine as you manage user accounts, perform hardware and software maintenance, and develop documentation for our knowledge base. If you’re technically skilled, proactive, and someone who loves working with people, our Service Desk Engineer position at our company is a fantastic opportunity for you to grow and make a difference in a fast-paced, innovative environment.

Frequently Asked Questions (FAQs) for Service Desk Engineer Role at La Fosse

What are the main responsibilities of a Service Desk Engineer at our company?

The main responsibilities of a Service Desk Engineer at our company include being the first point of contact for IT support queries, diagnosing and troubleshooting technical issues, managing user accounts and access, supporting hardware and software installations, monitor IT systems, and contributing to process improvements. You'll ensure high-quality service delivery, providing timely updates to users and collaborating with other teams when necessary.