Service Desk Engineer - #2093422

The Service Desk Engineer will act as the first point of contact for IT support across the organisation, providing high-quality technical assistance to end users and ensuring incidents and service requests are resolved efficiently. The role supports the delivery of reliable digital services to both clinical and corporate teams.

• Provide 1st line support via phone, email and service desk tools
• Log, categorise and prioritise incidents and service requests in line with SLAs
• Troubleshoot issues across hardware, software, network and user access
• Escalate complex issues to 2nd/3rd line teams where required
• Support user account management (Active Directory, password resets, access requests)
• Maintain accurate ticket updates and documentation
• Contribute to knowledge base articles and continuous service improvement
• Support onboarding/offboarding processes for staff

• Experience in a service desk or IT support environment
• Strong troubleshooting skills across Windows environments
• Knowledge of Active Directory, Office 365 and basic networking
• Experience using ITSM tools
• Understanding of ITIL principles
• Excellent communication and customer service skills
• Ability to prioritise workload and manage competing demands

• Previous NHS or public sector experience
• Exposure to clinical systems (e.g. SystmOne, EMIS)
• Basic understanding of cybersecurity best practices