IT Service Desk Engineer (1st Line Support) Location: Thurso fully on-site (5 days per week) Hours: Monday–Friday (07:30–15:45 or 08:00–16:15) About the Role We are looking for a Service Desk Engineer to join our Managed Services team onsite in Dounreay. This is a customer-facing, hands-on support role where you will act as the first point of contact for IT issues, resolving the majority of incidents at first contact. You’ll be part of a collaborative team delivering high-quality IT support to end users, ensuring a seamless service experience in a fast-paced environment. What You’ll Be Doing Acting as the first point of contact for IT support queries (phone, email, ticketing system) Logging, triaging and resolving incidents using ServiceNow Troubleshooting hardware, software, access and connectivity issues Managing user accounts (password resets, access requests, onboarding/offboarding) Supporting IT equipment, including desktops, laptops and peripherals Maintaining a high first-time fix rate (target ~80%) Escalating complex issues to 2nd line support where required Updating tickets and documentation in line with ITSM processes Building strong relationships with end users, including senior stakeholders What We’re Looking For Essential: Excellent customer service and communication skills Basic IT support/troubleshooting knowledge Strong problem-solving ability and willingness to learn Ability to work on-site full-time Must be eligible for Security clearance Desirable: Experience with ServiceNow or similar ITSM tools Exposure to Microsoft 365, Azure or Active Directory Understanding of ITIL-based support environments Full UK driving licence About You Early-career IT professional or from a strong customer service background Personable and confident in dealing with users face-to-face Proactive, organised and able to manage multiple tasks A team player who takes ownership of issues through to resolution