1st Line Service Desk Engineer

1st Line Service Desk Engineer

Nottingham, NG2

Permanent | Full-time | Hybrid working

We are searching for an IT support / helpdesk assistant to join our UK Service Desk team. Working from our Nottingham office on a hybrid basis (3+ days per week in the office), you will join us as a key supporting member of our U.K. IT team. Our dedicated service desk team currently supports approximately 1500 internal users at over 20 UK locations, providing efficient support and solutions to technical and systems issues, to all levels of Gleeds people, both remotely & in‑person.

Reporting into our Service Desk Manager, you will be responsible for resolving 1st line incidents and requests logged with our Service Desk via email, telephone and via the self‑service portal, prioritising to ensure the best service is delivered to Gleeds’ users against agreed service levels.

• Acting as the first point of contact for all IT support requests via phone, email, or ticketing system.
• Providing technical assistance and troubleshooting for hardware, software, and network‑related issues.
• Diagnosing and resolving problems related to desktops, laptops, printers, mobile devices, and other IT equipment.
• Escalating complex issues to the appropriate teams or specialists for further investigation and resolution.
• Maintaining accurate records of all support requests and resolutions using our internal ticketing system.
• Assisting in the deployment and configuration of new hardware and software applications.
• Providing basic user training and guidance on IT systems and applications.
• Proactively identifying recurring issues, recommending solutions to improve efficiency and reduce downtime.
• Collaborating with other IT teams to ensure the smooth operation of IT systems and infrastructure.

• Opportunities to develop your skills, experience and exposure in a global organisation.
• A comprehensive flexible benefits package.
• 25 days annual leave (+ bank holidays) with buy / sell options.
• A contributory pension scheme & life assurance provision.
• Employee Assistance Programme.
• Our global travel scholarship programme.
• Flexible working arrangements.

• Experience in an IT support or IT helpdesk role.
• Sound experience, using Windows & Office 365 with experience resolving related issues.
• Practical experience with Mac OS, and Adobe software is beneficial.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software.
• Excellent problem‑solving and communication skills.
• Ability to provide step‑by‑step technical help, both written and verbal.

Gleeds is a global property and construction consultancy with over 150 years of expertise, operating in 28 countries worldwide. From iconic landmarks to critical infrastructure, we drive innovation, sustainability and value, delivering transformative projects that shape communities and redefine the built environment.