Service Desk Specialist
The role
As a Service Desk Specialist, you will serve as the final escalation point for technical issues across our client base. You’ll work on the most complex incidents, assist in service design and delivery, and act as a technical reference point for the service desk. This role is ideal for a senior engineer with strong all-round knowledge, excellent troubleshooting ability, and a proactive mindset for continuous improvement.
Key responsibilities
- Act as the highest escalation point for technical incidents and service requests.
- Troubleshoot and resolve complex issues across infrastructure, networks, cloud, servers, firewalls, and endpoint management.
- Work closely with the Technical Manager to maintain platform standards and best practices.
- Perform root cause analysis for recurring or critical issues and implement permanent fixes.
- Handle advanced onboarding, migrations, and client infrastructure projects where required.
- Support, guide and mentor the 1st and 2nd line engineers on complex issues and personal development.
- Lead on difficult or high-priority client cases, maintaining calm under pressure.
- Assist with creating and maintaining internal knowledge base and documentation.
- Liaise with vendors and suppliers for support escalations and service issues.
- Communicate with clients clearly, particularly around complex technical issues, ensuring confidence and understanding.
- Support the Account Management team with technical insight when reviewing client environments.
Experience and skills needed
- 4+ years in IT support roles, with at least 1–2 years in a 3rd line or senior escalation capacity.
- Broad technical experience across Windows Server, Microsoft 365, networking (DNS, DHCP, routing), firewalls, cloud technologies, and backup solutions.
- Experience with RMM and PSA tools.
- Strong diagnostic, troubleshooting and decision-making skills.
- Calm, structured approach to problem-solving with a high attention to detail.
- Able to mentor others and contribute to the improvement of the overall service function.
- Relevant industry certifications (e.g. Microsoft, Cisco, CompTIA) are desirable.
What we offer
- Private health care
- 33 days holiday per annum, including bank holidays and your birthday off
- Professional development plans
- Company events and nights out
- Discounted gym membership
- Employee of the Quarter scheme, with the potential to win substantial prizes
- 8 hours of training per month
- Funded qualifications
- Pension contribution
- Mental health support
- A Perkbox rewards account providing a range of discounts
- Free onsite parking
- Large modern office with breakout room