Service Desk Engineer

Job ID:43561
Location:Birmingham : 1 Trinity Park : Bi  
Position Category:Information Technology
Position Type:Employee Regular

Key Responsibilities: 

Incident and Request Management: 

Respond to and resolve IT support incidents and requests in a timely manner. 

Log, categorise, and prioritise tickets in the ITSM tool (e.g., Halo ITSM). 

Escalate unresolved issues to the Service Desk Team Lead or other technical teams as needed. 

Technical Troubleshooting: 

Diagnose and resolve common hardware, software, and network-related issues. 

Support end-users with Microsoft Windows, Office 365, Active Directory, and other enterprise applications. 

Assist with troubleshooting cloud-based solutions and VPN connectivity issues. 

Customer Service and Communication: 

Provide exceptional customer service, ensuring end-users are informed about issue status and resolution times. 

Communicate clearly with both technical and non-technical audiences. 

Gather feedback to improve the quality of support services. 

Documentation and Knowledge Management: 

Maintain accurate records of support interactions and resolutions. 

Contribute to the Service Desk knowledge base by documenting solutions and troubleshooting steps. 

Follow ITIL processes for incident, request, and problem management. 

Continuous Improvement: 

Identify recurring issues and suggest improvements to reduce incidents. 

Participate in team meetings and provide input on process improvements. 

Stay updated with new technologies and tools relevant to the Service Desk function. 

Technical/Professional Qualifications/Requirements: 

Education and Experience: 

At least 1-2 years’ experience in an IT support or Service Desk role. 

Experience working in a global or geographically dispersed environment is desirable. 

Technical Expertise: 

Basic knowledge of ITIL principles (ITIL 4 Foundation certification preferred). 

Familiarity with ITSM tools (e.g., Halo ITSM, ServiceNow). 

Proficiency in troubleshooting Windows OS, Office 365, Active Directory, and basic networking concepts. 

Knowledge of cloud services (Azure, AWS) is a plus. 

Skills and Competencies: 

Strong troubleshooting and problem-solving skills. 

Excellent communication and customer service skills. 

Ability to manage multiple tasks and prioritize effectively. 

Detail-oriented with a commitment to maintaining accurate documentation. 

Desirable: 

Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or equivalent. 

Knowledge of agile and DevOps methodologies. 

Pre-Employment Checks 

If you are successful in securing a role with us, we will carry out pre-employment checks in accordance with what is allowed under local law.  

These checks will include, (as permitted):- right to work, identification, verification of employment history, education, and criminal records.

We may involve the third-party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of employing you. 

Your data will be stored in accordance with all relevant privacy legislation.  

Please contact us if you have any questions or concerns. 

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider.  The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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