Careers

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We’re committed to creating a workplace where creativity flourishes and each team member is essential to our shared achievements. Being part of our team means collaborating with skilled, driven professionals who strive to break new ground and create meaningful change. Whether you're beginning your career journey or aiming to advance further, we provide opportunities for growth, encourage teamwork, and prioritise a healthy work-life balance. 

Job Title: Service Desk Engineer 

Reference : MSIT/SD0538

The Service Desk Engineer plays a key role in delivering consistent and high-quality support to clients. In this position, you'll provide outstanding customer service across a range of technologies, ensuring timely and effective resolution of support requests.

Working closely with the Lifecycle Coordinators and Service Desk Manager, you'll be responsible for managing tickets efficiently, meeting service level agreements (SLAs), and ensuring a positive customer experience.

To succeed in this role, you should have relevant technical knowledge, demonstrated through either a Google technical assessment or recognised certifications from industry vendors. A foundational-level Microsoft certification or equivalent is required, and a Pluralsight Foundation role performance at average or above is preferred. Strong communication and interpersonal skills are essential. You must be fluent in English, both written and spoken.

Key Responsibilities:

• Respond promptly to end-user calls and aim to resolve issues on first contact.
• Manage and resolve support tickets submitted through various channels including phone, portal, email, chat, or booking systems.
• Accurately log your work and time using available tools to maintain detailed records.
• Maintain professional and clear communication with clients via all platforms.
• Meet performance metrics such as KPIs and SLAs consistently.
• Develop strong collaborative relationships within the Service Desk, Managed Services teams, and the wider organisation.
• Work with Team Leaders, Managers, and Account Managers to ensure excellent service outcomes for clients.