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Role: Service Desk Support Engineer
Career Level: Senior Analyst
Location: Glasgow
Travel/Mobility Requirement: Flexibility to travel to client site where required
Accenture is a leading global professional services company, providing a wide range of services in strategy, consulting, digital, technology and operations. We apply industry expertise, diverse skill sets and next‑generation technology to each business challenge.
Service Desk Support Engineer Responsibilities
* Deliver high quality IT support service in line with targeted SLAs, using the company's CRM system and communicating professionally with end‑users.
* Possess strong customer service, analytical, and problem‑resolution skills.
* Communicate clearly in English (written and spoken).
* Show empathy and sympathy to users.
* Record all interactions and ticket resolutions in ServiceNow to aid trending and continual service improvement.
* Categorise tickets based on ITIL principles (Incidents and Service Requests).
* Taken ownership of customer issues ensuring tickets are resolved promptly.
* Troubleshoot issues remotely for laptops, desktops, Macs, monitors, docking stations, mobile phones and printers.
* Manage daily activities covering backup services and resolve backup‑job issues.
* Resolve a high volume of calls at first point of contact.
* Escalate tickets to deskside support teams when remote resolution is not possible.
* Review and implement user, server and network change requests.
* Follow high‑severity and major incident procedures.
* Collect necessary information to escalate tickets to relevant support teams.
* Contribute to the knowledge base with new work instructions or fixes.
* Have familiarity with Intune device management.
Requirements
* Good technical understanding and experience.
* Ability to handle multiple problems calmly and professionally.
* Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
* Good verbal communication skills.
* Team player who enjoys helping others.
* Friendly and approachable.
* Attention to precision, professionalism, perfectionism and flexibility, passion for new technologies and pragmatic approach.
* Flexibility in working hours – a rotating shift pattern is required.
* Occasional travel to customer sites in the UK and Ireland may be required.
Desirable
* Working knowledge of ITIL processes.
* Knowledge of Microsoft Office 365, Active Directory, Exchange Server and PC/Server environments.
What’s In It For You
In addition to a competitive base salary, the benefits package includes 25 days’ vacation per year, private medical insurance and 3 extra days of leave per year for charitable work.
About Accenture
Accenture is a leading global professional services company, delivering strategy, consulting, technology and operations services to clients worldwide. With more than 509,000 people in over 120 countries, Accenture brings continuous innovation for lasting value.
Accenture reserves the right to close the role prior to this date should a suitable applicant be found. Closing date for applications: 25 Feb 2026.
Equal Employment Opportunity Statement
Accenture is an equal‑opportunity employer and welcomes applications from all sections of society.
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.
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