Role: Service Desk Engineer (2nd Line Support)

Location: Shirley, Birmingham
Salary: £30,000 - £35,000 DOE

This is a fixed term contract (6 months duration) with a possible extension.

We are seeking a proactive and customer-focused IT Service Desk Engineer to join a busy and collaborative IT support team. In this role, you will provide high-quality technical support to a large and diverse user base, acting as a trusted point of contact for IT incidents, service requests, and ongoing technical guidance.

This is a varied, hands-on position that combines remote support, on-site assistance, and user training. You'll work closely with end users and wider IT teams to ensure systems remain reliable, secure, and efficient while delivering an excellent support experience.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Log, manage, and resolve support tickets through the IT Service Management platform, ensuring adherence to SLAs.
• Provide 1st and 2nd line support via telephone, remote access tools, and face-to-face interactions.
• Support a range of hardware and software including desktops, servers, printers, and business-critical applications.
• Take ownership of incidents from initial investigation through to successful resolution.
• Escalate complex issues to relevant internal or external teams when required.
• Maintain accurate technical documentation and contribute to the knowledge base.
• Deliver user training and support for new systems, applications, and technologies.
• Manage user accounts and permissions across multiple business systems.
• Monitor and track IT assets, ensuring configuration and inventory records remain accurate.
• Identify recurring issues, trends, and potential risks, escalating where appropriate.
• Participate in Change Advisory Board (CAB) meetings and communicate approved changes to the wider support team.
• Collaborate with infrastructure, security, and project teams to maintain data security and governance standards.
• Support change management processes and communicate system updates to users.