Service Desk Engineer

Service Desk Engineer - Barnsley

£35,000 - £40,000 PA

IT team within a utilities organisation is seeking a motivated and detail-focused Service Desk Engineer to join them on a permanent basis.

In this role, you will take ownership of recording, troubleshooting, and resolving a wide range of hardware and software issues.

You will act as a key escalation point, providing technical guidance to 1st line support staff, collaborating with wider IT teams, and liaising with third-party suppliers to ensure a consistently high standard of service delivery across the business.

Main Duties:

• Deliver technical assistance to VIPs and end users via phone, remote tools, email, and in-person support


• Manage and prioritise support requests through the IT service management platform (ServiceNow)


• Carry out on-site diagnostics and escalate complex issues where necessary to meet resolution targets


• Work closely with IT colleagues to support both 1st and 2nd line support functions


• Install, configure, update, and maintain hardware and software solutions


• Administer Active Directory and deploy applications using Endpoint Manager


• Provide support for SIP/VoIP telephony and video conferencing technologies


• Set up and maintain iOS and Android devices, including 4G/5G connectivity equipment


• Contribute to IT projects and keep technical documentation up to date

Skills and Experience:

• Microsoft certifications are advantageous


• Previous experience working with IT service management tools


• Strong knowledge of Windows operating systems, Active Directory, Office 365, and Microsoft Teams


• Familiarity with security tools such as antivirus solutions, web filtering, and basic networking principles


• Excellent communication skills with a customer-focused approach to problem solving


• Ability to remain effective under pressure while managing multiple priorities