Service Desk Engineer

  • FT Perm
  • Barlborough
  • £26,000-£30,000 per annum USD / Year
  • Salary: £26,000-£30,000 per annum
  • Hours: Please see advert

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.


This position will provide technical support to the client’s customers within a service desk environment mainly managed by remote access. A good technical knowledge is essential to provide an escalation point where required and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide exceptional customer service at all times is a must, along with an understanding of the commercial goals of the business as a whole.


  • Provide support for incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers.
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
  • Resolve incidents to stringent customer defined SLAs.
  • Drive service improvement within the service desk to improve first time fix resolution times.
  • Communicate clearly, effectively and in a timely manner with all customers.
  • Create and maintain accurate documentation within the centralised management database.
  • Provide any on-site support to resolve customer service outages as required to meet SLAs.
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring other members of the team.



  • Minimum 2 years’ experience in a 1st or 2nd Line role within a service desk environment.
  • Good knowledge of Windows Server, Virtual environments (VMWare, Microsoft Azure), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
  • Microsoft 365 and related technologies
  • Exchange Online
  • Azure Active Directory (Azure AD joined/hybrid)
  • Conditional Access/MFA
  • Windows Server
  • Active Directory
  • Firewalls (NAT/PAT/ACLs)
  • PC hardware/software trouble-shooting skills.
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • MS-100 or AZ-104 certifications would be preferred but not essential.
  • Patience and ability to work under pressure with good organisational skills
  • The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences.
  • Committed to achieve the client’s vision.
You would be required to cover shifts between 8am-6pm to support the hours that the Service Desk is open. This might be 9-5:30pm (with a 1 hour unpaid lunch), or 8-4:30pm (again, with a one hour unpaid lunch).

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