ICS is a fast‑paced digital marketing and translations agency that requires a Service Desk Support Engineer to provide first‑line support in a busy office environment and manage all day‑to‑day tickets and service requests. Working closely with internal staff and the central EIT function, the role demands quick, efficient resolution of IT issues while maintaining a high standard of service for both office and remote employees.
Job Purpose
The Service Desk Support Engineer will be the first point of contact for all IT issues, working to reduce ticket volume through proactive troubleshooting. The role will also collaborate daily with the Service Desk team in London to deliver supplementary support for SSG and B2B tickets.
Relationships
* Reporting to: IT Services Lead and Head of Enterprise IT (Group)
* Liaison with: ICs internal team members and Spotlight Sports Group Service Desk/EIT team
Hours: 37.5‑hour week (required in‑office presence 5 days a week with occasional shift cover)
Key Responsibilities
* End‑user support for hardware, software, infrastructure and telephony requests
* Administration of user accounts using Active Directory, Google Admin and in‑house systems
* Supplier order management for hardware and software provision
* Ensuring support and operational procedure documents are kept up to date for day‑to‑day activities
* Maintaining the Configuration Management Database for IC assets
* ITIL Incident Management using a Service Management toolset following an established best‑practice framework process
Essential Requirements
* Minimum of 1 year of experience in an IT customer service or IT support role
* Demonstrable IT technical knowledge to resolve issues
* Proactive troubleshooting skills to identify common themes or blockers
* Excellent communication skills, both written and in person
* Excellent time‑management skills, with the ability to prioritise tasks and meet deadlines
Desirable Skills
* Understanding of Google Workspace apps
* Experience working in an agency or similar fast‑paced office environment (100+ employees)
* Previous experience in IT support
Benefits
We offer a range of well‑being initiatives, including private medical insurance, excellent parental leave, a working globally policy, mental health support, assistance programmes and social gatherings. We also provide a pension scheme and various other benefit schemes. Additional perks include life assurance, the Star card, and our Step Further Awards employee recognition programme. For hybrid employees we offer a Season Ticket Loan and Cycle to Work Scheme, complimentary access to our Racing Post Members Club, and the opportunity to volunteer two days per year with our charity partner, Autism in Racing.
Seniority level
* Entry level
Employment type
* Full‑time
Job function
* Other
Industries
* IT Services and IT Consulting
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