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DCS Technology is proudly working in partnership with our client based in Lincolnshire. We're searching for a Service Desk Engineer to join their team due to organizational growth.
What will you get up to?
As Service Desk Engineer, you will be the first point of contact for end users for troubleshooting and technical issues.
Responsibilities:
* Respond to support tickets via phone, email, and face-to-face interactions promptly and professionally.
* Manage and take ownership of support requests, ensuring accuracy and first-time resolution.
* Document, log, and categorize incidents according to organizational policies and procedures.
* Provide hardware and server-based support when immediate solutions are not possible upon first attempt.
* Investigate and conduct diagnostics with end-users to enable first-contact resolution or reduce future support requests.
* Perform administrative tasks such as creating and deleting employee accounts, managing IT assets, and overseeing equipment movements.
* Review and monitor event logs.
* Document procedures and processes.
* Resolve and diagnose technical issues with a focus on excellent customer service.
* Continuously develop technical knowledge and skills to support first-time ticket resolution.
* Escalate recurring issues or operational risks to relevant teams.
* Share best practices with team and wider business colleagues.
What will you bring? (Experience and skills)
* Minimum 2 years of industry experience in a service desk or IT support environment.
* Strong troubleshooting and problem-solving skills.
* Ability to deliver high-quality service in a fast-paced environment.
* Clear and confident verbal and written communication skills.
* Ability to translate technical concepts for non-technical stakeholders.
* Adaptability to evolving technology trends and IT environments.
* Experience working within SLAs and ticket escalation procedures.
What can you expect in return?
Salary: £24,000 to £26,000 per annum
Working model: Office-based
Benefits: Paid annual leave, company pension, health and well-being schemes
Location: Lincoln
Note: This role requires full UK right to work; no sponsorship is offered. All applicants must be based in the UK to be considered.
Additional Information
* Seniority level: Associate
* Employment type: Full-time
* Job function: IT and Customer Service
* Industries: Technology, Media, IT Support, IT Operations
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Locations recently posted: Witham St Hughs, Lincoln, Grantham, UK
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