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Service Desk Engineer- Contractor

Location: North East

Salary: Competitive Day rate

Job Type: Temporary

Job ID: 169236

Service Desk Engineer

Outside IR35

3 months

Competitive Day rate



My client is currently looking to recruit an experienced Service Desk Engineer to provide telephone, email, and remote support for external and internal customers. You will log all support calls and incidents using a ticket-based business management platform (Connectwise) and escalate and assign incidents to Senior Engineers when required. You will provide all customers with a high standard of service within the defined contract SLA agreements and agreed process guidelines.



  • Answering telephone calls and emails promptly to a professional standard

  • Fault diagnosis and resolution, providing remote support when required

  • Meeting service level agreements and deadlines

  • Delivering a high-quality customer experience with excellent communication and customer care

  • Working effectively as part of the service team, often unsupervised

  • Escalating incidents to Senior Engineers when required

  • Active participation in continuous improvement activities and any training required for the role

  • Support at customer meetings with either the HOD, Team Leader or the Account Manager

  • Provide customer support documentation

  • Complete daily timesheets in line with company requirements

  • In alignment with department procedures, ensuring that procedural activities and guidance are followed.

  • Comply fully with all standards in connection with ISO 9001 and ISO 27001


Essential Criteria:


  • ICT related qualification such as ITIL Foundation, intermediate Microsoft or CISCO qualification

  • At least 3-4 years of previous helpdesk experience including trouble shooting and problem resolution

  • Intermediate level of knowledge of systems hardware build and repair

  • Intermediate level of knowledge of installing operating systems; installation of removal of general software, dealing with virus infected machines and malware protection software.

  • Good customer service and communication skills

  • Ability to research a problem and find a solution using online resources.

  • Ability to make decisions and prioritise own workload



Desirable Criteria:


  • Knowledge of terminal server environments preferably RDS

  • Knowledge of Microsoft Exchange

  • Administration of Azure or AWS cloud services

  • Security fundamentals


Future Career Progression:


Service Engineers will be supported and encouraged to progress into a Senior Service Engineer role.


If you’re interested in this position, send across your CV and a member of our team will be in touch!