Service Desk Engineer

Are you passionate about providing IT support and troubleshooting technical issues? Do you thrive in a fast-paced environment where customer service and problem-solving go hand in hand? If so, we have an exciting opportunity for an IT Service Desk Engineer to join a growing business in Manchester, where you’ll play a key role in ensuring smooth IT operations for internal users. What You’ll Be Doing: * Acting as the first point of contact for IT support requests via phone, email, and ticketing systems * Logging, prioritizing, and resolving IT issues efficiently, ensuring minimal disruption to users * Troubleshooting and supporting Microsoft 365, Windows OS, and IT applications * Managing Active Directory tasks such as user account creation, password resets, and permissions * Diagnosing and resolving hardware and software issues for desktops, laptops, and peripherals * Escalating complex issues to the appropriate technical teams while maintaining ownership of user communication * Assisting with basic network troubleshooting and connectivity issues * Documenting solutions and contributing to the IT knowledge base for future support * Supporting IT onboarding processes for new employees What Experience We’re Looking For: * Previous experience in a Help Desk, Service Desk, or IT Support role * Strong knowledge of Windows OS and Microsoft 365 Administration * Experience with Active Directory (user management, password resets, group policies) * Ability to troubleshoot hardware, software, and basic network issues * Excellent communication skills, with the ability to support both technical and non-technical users * Experience using ticketing systems and following ITIL-based service desk processes * A proactive and customer-focused approach to problem-solving Desirable but not essential: * Experience with Microsoft Azure or cloud-based IT support * Knowledge of ITIL principles or certifications What’s In It for You? * Ongoing professional development and training * Annual performance-based bonus * Free on-site parking * Competitive company pension scheme * Opportunities to gain certifications