Service Desk Engineer

We’re looking for a Service Desk Engineer to join a growing team supporting high-profile defence customers. This is a hands-on, customer-facing role where you’ll be responsible for providing 1st and 2nd line support, resolving technical issues, and ensuring a high level of service delivery.

This isn’t a traditional ticket-only environment – you’ll be expected to take ownership, engage directly with users, and drive issues through to resolution.

Responsibilities:

• Acting as the first point of contact for customer queries (phone, email, portal)
• Providing 1st and 2nd line support across hardware, software and systems
• Troubleshooting and resolving technical issues end-to-end
• Managing incidents, service requests and problem tickets
• Keeping customers updated and maintaining strong relationships
• Escalating complex issues where needed, while retaining ownership
• Supporting system monitoring and service performance
• Creating and maintaining documentation and knowledge articles
• Contributing to service improvements and identifying recurring issues
• Supporting change, release and deployment activities

Requirements:

• Experience in a service desk or technical support role (L1 / L2)
• Strong customer-facing skills and confidence handling calls directly
• Experience working in defence or MOD environments
• Knowledge of Electronic Warfare (EW) or similar highly desirable (e.g. backgrounds in Royal Navy, 14 Signals Regiment)
• Ability to take ownership of issues and drive them to resolution
• Awareness of ITIL processes (ideal but not essential)