Job Description
Aiimi is seeking an IT Service Desk Engineer to join us and be part of the IT department, working on-site 3/4 days per week in our Milton Keynes office.
The IT Service Desk Engineer is responsible for the effective handling of both external customer tickets and internal IT support requests. The role owns the Service Desk queue, acting as the first point of contact for customers and ensuring issues are correctly triaged and routed to engineering teams with clear scope and priority.
Alongside this, the role provides hands-on internal IT support, working with the IT Support Team to resolve user issues, maintain internal systems, and ensure smooth day-to-day IT operations across Aiimi. While direct technical resolution will be required when suitable, the primary value of the external Service Desk role lies in effective triage and proactive service management.
Job Requirements
Essential
* Experience working on a Service Desk or Helpdesk
* Experience working with cloud platforms such as Azure, AWS, and GCP, with strong hands-on experience in networking and Microsoft Entra ID / Intune.
* Strong triage skills: understanding impact, urgency, and technical scope.
* Experience routing issues to engineering or specialist teams.
Hands-on experience with ITSM tools (e.g. Jira Service Management).
* Excellent customer-facing communication skills (written and verbal).
* Solid technical literacy across:
o Operating systems (Windows/macOS)
o SaaS platforms
o Identity and access management
* Strong organisational and prioritisation skills.
Desirable
* Familiarity working with engineering teams and product backlogs.
* Understanding of incident management and problem management.
* Experience in regulated or security-conscious environments.
* Experience obtaining ISO 27001 or Cyber Essentials Plus
Behaviours & Attributes
* Comfortable being the first line between customers and engineers.
* Calm, structured, and analytical under pressure.
* Naturally sceptical of vague problem descriptions.
* Takes ownership without needing to “fix everything personally”.
* Clear communicator who doesn’t over-promise.
Job Responsibilities
External Customer Ticket Triage
* Act as the primary owner of external customer tickets entering the Aiimi Service Desk.
* Log, categorise, prioritise, and triage incoming tickets using Jira Service Management.
* Clarify scope, impact, severity, and reproduction steps with customers.
* Route tickets to the appropriate Aiimi engineers or services teams.
* Track progress of escalated tickets and ensure timely updates to customers.
* Prevent mis-routing, duplicate effort, and unclear ownership.
Service Desk Coordination & Ownership
* Own tickets end-to-end, even when work is being carried out by others.
* Ensure engineers receive tickets that are complete, actionable, and correctly prioritised.
* Challenge unclear or premature escalations and improve ticket quality.
* Act as the glue between customers, engineers, and internal stakeholders.
Customer Communication
* Be the consistent, professional point of contact for customers.
* Provide clear, calm updates during incidents or service degradation.
* Translate technical detail into plain-English explanations.
* Manage expectations around response times, ownership, and next steps.
Internal IT Support
* Provide first-line and second-line support for internal IT issues across the business.
* Troubleshoot and resolve issues relating to:
o End-user hardware (laptops, peripherals, mobile devices)
o Operating systems (Windows and macOS)
o SaaS and internal business applications
o User accounts, identity, and access management
* Support onboarding and offboarding processes, including:
o Account setup, access changes, and de-provisioning
o Joiner, mover, and leaver activities
o Work alongside the IT Support Engineer to balance workload, provide cover, and ensure consistent internal support.
o Maintain accurate ticket records and documentation for internal support issues.
o Contribute to the continuous improvement of internal IT support processes and standards.
Job Benefits
* 25 Days holiday (excluding bank holidays) – increasing by a day every 2 years.
* Mental health and wellbeing support, including access to counselling.
* Annual wellbeing allowance (e.g. personal training, fitness, wellness apps).
* Up to 10% of your salary in employee benefits, including critical illness cover, life insurance, and private healthcare (post-probation).
* Generous company pension contribution.
* Ongoing professional development and training opportunities.