Service Desk Engineer

Service Desk Engineer - Barnsley

£35,000 - £40,000 PA

IT team within a utilities organisation is seeking a motivated and detail-focused Service Desk Engineer to join them on a permanent basis.

In this role, you will take ownership of recording, troubleshooting, and resolving a wide range of hardware and software issues. You will act as a key escalation point, providing technical guidance to 1st line support staff, collaborating with wider IT teams, and liaising with third-party suppliers to ensure a consistently high standard of service delivery across the business.

Main Duties:

Deliver technical assistance to VIPs and end users via phone, remote tools, email, and in-person support
Manage and prioritise support requests through the IT service management platform (Service Now)
Carry out on-site diagnostics and escalate complex issues where necessary to meet resolution targets
Work closely with IT colleagues to support both 1st and 2nd line support functions
Install, configure, update, and maintain hardware and software solutions
Administer Active Directory and deploy applications using Endpoint Manager
Provide support for SIP/VoIP telephony and video conferencing technologies
Set up and maintain iOS and Android devices, including 4G/5G connectivity equipment
Contribute to IT projects and keep technical documentation up to date

Skills and Experience:

Microsoft certifications are advantageous
Previous experience working with IT service management tools
Strong knowledge of Windows operating systems, Active Directory, Office 365, and Microsoft Teams
Familiarity with security tools such as antivirus solutions, web filtering, and basic networking principles
Excellent communication skills with a customer-focused approach to problem solving
Ability to remain effective under pressure while managing multiple priorities