Service Desk Engineer 985 views3 applications


Working as part of a shift rota, covering client contracted hours Monday to Friday. The shifts are worked between the hours of 7.30am to 5.30pm. These shifts rotate on a weekly basis.


The main responsibility is providing 1st line telephone and technical support to a variety of clients, across a range of technologies.

The role is based on taking client phone calls, providing first time resolution where possible and resolving technical support tickets as part of a team on a busy Service Desk, working from the Manchester city centre office. Reporting to the 1st & 2nd Line Team Leader.


Role Responsibilities

  • Provide day to day technical support in an effective and timely manner as part of our client Service Desk
  • Management of assigned tickets, following through to completion ensuring regular feedback is provided to client through the lifecycle of logged tickets
  • Work closely with 2nd line Engineer and Escalations Engineers to ensure client tickets are escalated in a timely manner in accordance with client SLAs
  • Ensuring client knowledge base documents remain up to date and are reviewed regularly including adding additional KB documents when required
  • Provide support and assistance to other Engineers within the team
  • Vendor manage tickets as required, ensuring regular updates provided to client
  • Prioritisation and management of workload to meet contractual SLAs



  • Answer inbound telephone calls to the Clients Service Desk within 15 seconds
  • Ensure all new incidents or requests are logged in a timely manner with accurate details of the reported fault or request
  • Ensure tickets are accurately updated with details of phone calls, ongoing investigation notes and technical detail
  • Ensure assigned tickets are proactively managed and updated throughout the day
  • Ensure clients receive updates as per the contracted SLA, note this may be more frequent for more critical or urgent issues
  • Major incidents are escalated to Service Desk Management and escalated to advanced technical teams where required.
  • Complete Timesheets accurately on a weekly basis
  • Provide technical resolutions where possible, ensuring details of the resolution have been communicated to the client
  • Review and update knowledge base documents regularly
  • Verify, review and allocate tickets in the inbound unassigned queue as per the Managing Unassigned Queue process
  • Ensure tickets are completed as per the Incident Management and Request Fulfilment process


Job Skills & Experience

  • Microsoft Desktop experience
  • Administering & supporting Microsoft Windows Server 2008/2012/2016, preferably in a VMWare ESXi environment or HyperV experience
  • Administering & supporting Office365, with hands on experience of user and licence administration experience
  • Administering & supporting Microsoft Exchange 2007/2010/2016. Experience administrating mailbox requests in Exchange experience
  • Networking Experience (routers, switches & firewalls). Understand basic network terminology and basic network configuration experience
  • Knowledge of Data Backup Technologies, preferably Veeam experience
  • IT Service Desk Environment experience
  • Superior Customer Service Skills
  • Able to prioritise and schedule own workload within a fast-paced environment
  • Proactive and positive approach to problem solving and client interaction
  • Exceptional attention to detail, flexibility and uses own initiative to troubleshoot complex issues

More Information

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Shaw Daniels Solutions (SDS) is backed by well-known industry experts, dedicated to making a real difference to the recruitment and staffing industry.


Shaw Daniels Solutions Ltd
Office 8, First Floor,
11 Riverside,
Dogflud Way,
GU9 7UG.

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