Service Desk Engineer

Service Desk Engineer - £27,500 - £32,000.

Cheltenham (onsite, must have driving license or plans to obtain).

Employer of choice! Realistic progression, large training budget & much more.

Hours - 8-4/9-5/10-6.

Job Purpose:

To support the maintenance and development of the organisations IT Services.

As part of the IT Services Team, provide a professional and effective customer focused IT Service Desk.

To provide first rate, first and second line Technical Support for customers across all its sites and for its remote workers.

Context of Role:

IT Services underpin the operation of the organisation, ensuing we can operate efficiently and safely. Our customers include staff, learners, residents, and visitors. Our network is spread over dispersed geographic locations interconnected by various types of connections, including broadband, leased lines, SHDCs. Key services we deliver include Windows and Office Desktop support, wireless, door access, internet access, telephony, CCTV, LOB applications, file access, and intranet services. As one of our operations is providing 24/7 365-day residential care it is key our services are available, we utilise highly available system design to achieve this alongside a proactive approach.

What were looking for:

• Strong troubleshooting skills across hardware, software, and networks
• Excellent customer service and communication skills
• Ability to prioritise workload and work under pressure
• A proactive and team-oriented mindset

Key Responsibilities

IT Infrastructure & Systems

• Support and maintain network infrastructure, including wired and wireless networks, VPNs, and mobile technologies (e.g. 5G).
• Provide support for Microsoft Teams telephony and mobile phone systems.
• Troubleshoot networking issues and perform basic configuration changes (e.g. VLANs, patching, wireless).

Hardware, Software & Devices

• Support desktops, laptops, tablets, printers, and other peripherals.
• Perform hardware diagnostics, repairs, upgrades, and physical installations or moves.
• Install, configure, and maintain software, including Windows operating systems.
• Provide first- and second-line support for IT services, including Office 365 and business-critical applications (e.g. SharePoint, FileMaker, Care Control, Dayforce).
• Support a wide range of BYOD devices (phones, tablets, laptops, TVs, games consoles).

AV, Events and Media

• Set up and support AV equipment including projectors, displays, and interactive boards.
• Provide technical support for events, including conferencing, PA systems, and live streaming.
• Support digital signage and media streaming services.

Service Desk & Customer Support

• Manage workload effectively using Service Desk software, ensuring tickets are logged, updated, and resolved within agreed SLAs and KPIs.
• Communicate clearly with users throughout the lifecycle of incidents and requests.
• Deliver excellent customer service through a proactive, solutions-focused approach.
• Escalate issues appropriately and liaise with third-party suppliers where required.

Print and Estates Technology

• Support printers and MFDs, including managing third-party maintenance providers.
• Support estates systems, including CCTV, access control, and building management systems.

Monitoring, Documentation and Asset Management

• Proactively monitor systems and equipment to identify and resolve issues.
• Maintain accurate IT asset records and inventory.
• Produce and maintain documentation such as system configurations, procedures, and knowledge base articles.

Team, Compliance and Development

• Contribute to team activities, meetings, and continuous service improvement.
• Ensure compliance with IT policies, data protection regulations, and licensing requirements.
• Participate in training and self-development to maintain up-to-date knowledge.

Additional Responsibilities

• Provide occasional out-of-hours support (time off in lieu provided).
• Support procurement activities for IT equipment and services.
• Promote organisational values, including equality, diversity, and safeguarding.
• Undertake any other duties as required by the IT Services leadership team.