Service Desk Support Engineer
Career Level: Senior Analyst
Location: Glasgow
Travel/Mobility Requirement: Flexibility to travel to client site where required
Responsibilities
* Delivering high quality IT support service in line with targeted SLA's with professional ticket handling in the company's CRM system and excellent communication with end-users. Ability to work under pressure in a fast‑paced environment.
* Possess strong customer service, analytical, and problem resolution skills.
* Strong communication skills; Excellent English (Written and spoken).
* Ability to be empathic and sympathetic to our users.
* Capturing all interactions and ticket resolutions within our ticketing system ServiceNow to aid trending and continual service improvements.
* Categorising tickets based on ITIL principles (Incidents and Service Requests).
* Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.
* Troubleshooting issues remotely which may include issues with Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.
* Responsible for daily activity management including activities covering: Backup services, raising/resolving issues with the backup jobs.
* Look to resolve a high volume of calls at first point of contact.
* Escalate tickets to our deskside support teams where a remote resolution is not possible.
* Reviewing and implementing user, server and network change requests.
* Follow high severity and Major incident procedures.
* Collecting necessary information to escalates tickets to the relevant support teams when necessary.
* Contribute to the knowledge‑base when new work instruction or fixes are identified in our ticketing tool to be customer‑specific or generic.
* Familiar with Intune device management.
Requirements
* Good technical understanding and experience.
* Able to cope with multiple problems in a calm and professional manner.
* Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
* Good verbal communication skills.
* Work well in a team and enjoy helping others.
* Friendly and approachable.
*, professionalism, perfectionism, flexibility, passion for new technologies and a pragmatic approach.
* Flexibility in working hours is vital to this position: You will be required to work in a rotating shift pattern.
* Occasional travel to customer sites in UK and Ireland may be required.
Desirable
* Working knowledge of ITIL processes.
* Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server.
What’s in it for you
At Accenture, in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice. Flexibility and mobility are required to deliver this role as there may be requirements to spend time onsite with our clients and partners to enable delivery of the first‑class services we are known for.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
Closing Date for Applications: 25/02/2026
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