Service Desk Engineer - UK Client

Schedule: Shifts may be scheduled during the day, mid, or night, based on business needs.Work Set Up: Full Onsite in OrtigasThe Service Desk Engineer is the first point of contact for customers, providing efficient, timely, and well-communicated support for break-fix issues and service requests. The goal is to resolve issues on the first attempt or escalate them as needed while maintaining ownership and providing regular updates.This role supports all the company's services and assists with IT issues beyond the company's scope, acting in the customer’s best interest.The engineer will work directly with clients via remote support (phone/email/messaging) requiring operational experience, independence, and a proactive approach.ResponsibilitiesDeal with incoming faults in a professional, courteous manner over the phone and via email.Take ownership of faults and managing them in a logical and methodical manner.Correctly logging incidents and faults, categorising and prioritising them in line with team procedures.Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.Manage faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.Diagnosing and resolving problems to the customers satisfaction.Maintain and develop own knowledge and skills to assist with first time fault resolution.Identify and escalate repeat issues or service risks into service management teams.Sharing knowledge with team colleagues.Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational.RequirementsExcellent written and spoken English, with the ability to communicate effectively with senior stakeholders and customers.A customer-focused mindset with a friendly and solutions-driven approach.Ability to translate technical concepts into clear, business-friendly language and identify potential risks.Good problem-solving ability, logical thinking, and attention to detail.Ability to work independently and as part of a virtual team, managing tasks under pressure and meeting deadlines.Genuine interest in IT and delivering high-quality customer experiences.Experience & Technical Skills2-3 years of experience supporting Microsoft environments, including Active Directory, Azure AD, Windows Server, GPO, Windows Desktop, and Microsoft 365.Experience with end-user device troubleshooting, including printer setup and printer mapping.Experience with backup technologies, including configuration and restoration.Experience with alert monitoring and incident response.Basic networking knowledge (LAN configuration, firewalls, troubleshooting) is a plus.Experience in a customer-facing IT support or Managed Services environment.Good understanding of current and emerging IT technologies, including cloud services.Basic networking knowledge, including LAN configuration, firewalls, and troubleshooting.Proficiency in Microsoft Office applications such as Word, PowerPoint, and ExcelDesirable KnowledgeIt will be an advantage if you have knowledge of information security practices and are able to support the following responsibilities:Information Security ResponsibilitiesMaintain the confidentiality, integrity, and availability of the company's data and assets.Support the design, communication, approval, and continual improvement of processes and procedures across Engineering, PMO, and Service Desk teams.Ensure accurate categorization of security incidents and follow established processes for recording and escalating potential breaches.Contribute to the company's commitment to achieving business and security objectives.Additional ResponsibilitiesBe flexible and adaptable to adjust responsibilities as required by the customer or colleagues.Handle confidential and sensitive information professionally and in line with company policies and processes.