Harvey Nash
IT Service Desk Engineer
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Role: Service Desk Engineer x2
Location: Manchester – hybrid working, minimum 3 days per week in the office
Salary: £30,179 – £35,400, dependent on experience
About the Role
My client is looking for an experienced IS Service Desk Engineer to join a busy IT Operations team in Manchester. This is an excellent opportunity for a customer-focused IT professional who enjoys solving technical problems, supporting users and working across a broad range of Microsoft technologies. You will provide both remote and face-to-face technical support, ensuring incidents and service requests are resolved efficiently and within agreed service levels. You'll work with colleagues across the organisation, including senior stakeholders, providing a professional and responsive IT support service.
Key Responsibilities
- Troubleshoot and resolve Service Desk incidents and requests within agreed service level targets.
- Provide remote, telephone and deskside technical support to users.
- Support Windows 10/11, Microsoft 365, Active Directory and Exchange.
- Provide support for Microsoft Teams Phones, RDS, VPN, MFA, Android and Apple devices.
- Build, configure and maintain laptops and other end-user computing equipment.
- Support video conferencing and meeting room technology.
- Provide onsite support for walk-up users, VIPs and senior stakeholders.
- Log, prioritise and manage tickets through to resolution, escalating where appropriate.
- Liaise with internal technical teams and external third-party suppliers when required.
- Create clear technical documentation and user-friendly guides.
- Complete routine Service Desk administration and operational tasks.
- Identify opportunities to improve IT services, processes and the overall user experience.
- Maintain confidentiality and comply with relevant data protection and organisational policies.
- Participate in an out-of-hours support rota when required.
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You should have:
- Strong practical knowledge of Windows 10/11 and Microsoft 365.
- Experience with Active Directory and Exchange.
- Experience providing both remote and deskside IT support.
- Experience with laptop builds, software configuration, VPN, MFA and video conferencing.
- Excellent troubleshooting and problem-solving skills.
- The ability to prioritise and manage multiple Service Desk tickets effectively.
- Strong written and verbal communication skills.
- A calm, professional and customer-focused approach, including when supporting senior stakeholders or dealing with challenging situations.
- The ability to work independently and use your own initiative while also contributing effectively to a team.
- A willingness to learn new technologies and continually develop your technical skills.
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Desirable Experience
The following would be advantageous:
- ITIL, PRINCE2 or Agile experience.
- Experience with Ivanti platforms.
- Knowledge of Microsoft Server technologies.
- Relevant IT qualifications such as CompTIA, CCNA, MCSA, MCSE or MCITP.
- Understanding of data protection, confidentiality and information security requirements.
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