Service Desk Engineer

Role: Service Desk Engineer

Location: North Yorkshire

Salary: £37,000 - £43,000 per annum

Technical Resources are seeking an experienced Service Desk Engineer in North Yorkshire to provide exceptional IT support and incident resolution, ensuring the smooth operation of critical public sector services. The role involves supporting customers both remotely and on-site, including office, warehouse, and off-site locations, to resolve user, software, hardware, infrastructure, and IT security issues. The ideal candidate will possess strong technical expertise, excellent communication skills, and the ability to manage both IT managers and non-technical users.

Responsibilities:

• Maintain a CSAT score of 8.5+ for all customers.
• Travel to customer sites across the UK and internationally as required.
• Answer incoming service calls, ensuring every call is captured and appropriately actioned.
• Act as a technical point of escalation for service desk colleagues, ensuring quick resolution of tickets.
• Log and manage tickets in line with the Incident Management process.
• Maintain a healthy ticket queue with daily updates and ensure that tickets older than two weeks are actively being worked on.
• Ensure all changes are logged according to Change Management processes.
• Proactively respond to monitoring alerts.
• Perform weekly ticket reviews and monthly service reviews with clients.
• Manage and maintain Licensing and certificates for customers.
• Ensure compliance with ISO27001, 9001, 14001, & 45001 policies and procedures.
• Ensure the confidentiality, integrity, and availability of customer and internal IT assets.

Experience and Certifications Required:

• Proven experience as a Support Engineer, IT Support Specialist, or similar role.
• Strong organisational skills and the ability to prioritise tasks effectively.
• Intermediate level skills with Microsoft packages, especially Word, PowerPoint, and Excel.
• Experience with Microsoft environments (Active Directory, Azure AD, Windows Server, GPO, Windows Desktop, SQL).
• Experience with CCTV, Milestone, and Brief Cam applications and infrastructure.
• Solid networking knowledge, including Firewalls, LAN configuration, troubleshooting, and diagnostics.
• Experience in customer service, with the ability to communicate technical issues to non-technical users.
• Full UK driving license and own car.
• Ability to obtain Security Clearance and Non-Police Personnel Vetting (NPPV3+SC).
• Willingness to travel to customer sites and be away from home as needed.
• Willing to work evenings and weekends when necessary.

Please apply with an up-to-date CV for more information.

We can only accept candidates who have the Right To Work in the UK