Senior IT Service Desk Engineer

What you'll do:

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 for this role include:

• 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
• Ensure incidents are resolved within agreed SLAs