IT Support Engineer / Service Desk Analyst

IT Support Engineer / Service Desk Analyst Join a customer-focused IT support team delivering remote and on-site technical support across Microsoft 365, end-user devices and service desk requests. This opportunity suits someone with customer-facing IT support experience, strong troubleshooting skills and a full driving licence.

If you've also worked in the following roles, we'd also like to hear from you: IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, 1st Line Support Engineer, 2nd Line Support Engineer, Desktop Support Engineer SALARY: £27,000 - £33,000 per annum + Benefits LOCATION: Carlisle, Cumbria, North West England JOB TYPE: Full-Time, Permanent WORKING HOURS: 37.5 Hours per Week, Monday to Friday JOB OVERVIEW This is an excellent opportunity to build on practical support experience in a varied client-facing environment, combining service desk ownership with remote and on-site technical work.

The IT Support Engineer / Service Desk Analyst will resolve support requests, keep accurate ticket records and documentation, and support deployment and project tasks. Working with the Service Desk Manager and escalation colleagues, the IT Support Engineer / Service Desk Analyst will help meet service levels while keeping clients informed.

Ongoing learning and process improvement give the IT Support Engineer / Service Desk Analyst scope to strengthen technical knowledge and contribute to quality support. DUTIES Your duties as the IT Support Engineer / Service Desk Analyst include: Customer Support Ownership: Manage incoming technical support requests by telephone, email and automated alerts through to resolution Remote Support and Site Visits: Deliver technical work for clients using company tools remotely or on site Ticket and Time Recording: Record work, notes, activities and charge codes accurately in the PSA system and submit time as required Service Levels and Escalation: Prioritise requests, contribute to service targets and escalate issues appropriately to support agreed SLAs and SLOs Deployment and Project Tasks: Take ownership of assigned deployment and project activities through to resolution Hardware and Software Quotations: Scope basic end-u...

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