Service Desk Engineer

Employment Type:
Permanent Employee

Role Summary

We are looking for a Service Desk Engineer to support our client onsite based at Dounreay. You will be working as part of the front-line team responding to customers' requests via telephone, remote control software, email, and in person. Our Service Desk Engineer will be responsible for ensuring that all incidents and service requests are recorded, and initial triage and resolution is carried out within service level agreements (SLA’s).

Key Responsibilities

· Log emails, queries, and faults in Service Now and either deal with them as a first-call fix or pass the Incident or Task to 2nd, 3rd Line.

· Assign / Dispatch /Assign to waste, stock items (Keyboards, Mice etc)

· First call fixes – Password Resets, Advice Given.

· Administer User accounts – Disable, Delete accounts leavers.

· Answer and Transfer switchboard calls.

· Produce and Update ServiceDesk Work Instructions and Procedures.

· Manage the ServiceDesk mailbox and relevant Call queues to ensure that SLAs are met.

Knowledge, Skills and Experience


· An understanding of Apple iOS hardware (iPhones and iPads)

· Easy-going, and personable – enjoys working in a face-to-face environment with the client.


· A working knowledge of Office 365 including Teams.

· Ability to work to tight timescales without sacrificing quality.

Experience & Attainments

· Experience required within a customer support/service desk environment or similar roles.

To submit your application for this role, email your CV to our recruitment team at