Full job descriptionThe Service Desk Engineer will act as the first point of contact for IT support across the organisation, providing high-quality technical assistance to end users and ensuring incidents and service requests are resolved efficiently. The role supports the delivery of reliable digital services to both clinical and corporate teams.
Key Responsibilities*Provide 1st line support via phone, email and service desk tools
*Log, categorise and prioritise incidents and service requests in line with SLAs
*Troubleshoot issues across hardware, software, network and user access
*Escalate complex issues to 2nd/3rd line teams where required
*Support user account management (Active Directory, password resets, access requests)
*Maintain accurate ticket updates and documentation
*Contribute to knowledge base articles and continuous service improvement
*Support onboarding/offboarding processes for staff
Key Skills & Experience*Experience in a service desk or IT support environment
*Strong troubleshooting skills across Windows environments
*Knowledge of Active Directory, Office 365 and basic networking
*Experience using ITSM tools
*Understanding of ITIL principles
*Excellent communication and customer service skills
*Ability to prioritise workload and manage competing demands
Desirable*Previous NHS or public sector experience
*Exposure to clinical systems (e.g. SystmOne, EMIS)
*Basic understanding of cybersecurity best practices