Job Description
Senior IT Service Desk Engineer
This role is responsible for advanced technical support and mentorship within the service desk team. By handling escalated incidents, implementing service improvements, and providing consistent, high-quality support across the organisation. In addition to resolving complex technical issues, the Senior IT Service Desk Engineer will play a key role in knowledge sharing, process optimisation, and supporting IT projects.
Key Responsibilities
- Act as the escalation point for complex incidents and service requests beyond first-line capabilities
- Diagnose and resolve advanced hardware, software, and networking issues, ensuring minimal downtime for users
- Support business-critical applications and systems, liaising with third‑party vendors when required
- Provide guidance, training, and mentorship to junior service desk engineers
- Ensuring incidents are resolved within agreed SLAs