Service Desk Engineer

Our client, a prominent entity within the Defence & Security sector, is seeking a dedicated Service Desk Engineer to join its permanent workforce in Romsey. This pivotal role involves ensuring the high-quality delivery of IT service management to UK and international customers, driving sustainable business growth through excellent customer service and effective team collaboration.

Key Responsibilities:

Serving as the primary point of contact for managing incoming queries via phone, email, and portal.
Handling Incident, Problem & Request Management, ensuring that all issues or requests are logged and up-to-date in the ITSM tool.
Providing first-line (L1) and second-line (L2) support on Electromagnetic Warfare (EW) products.
Monitoring system performance, escalating unresolved issues, and maintaining high levels of incident ownership.
Liaising with internal teams such as Sales, Engineering, QA, and external stakeholders to ensure service alignment with customer needs.
Creating and maintaining knowledge base articles for customer self-service.
Analysing data to drive continuous improvement in IT services and reduce downtime.
Generating statistics and service reports for reviews.
Managing the customer-facing Change Management processes and linking them to asset and configuration management.
Promoting the client's brand and ensuring compliance with the company's policies and procedures.

Job Requirements:

Degree or HND/HNC qualified in a relevant field.
Experience in the service support of low volume, high value products and systems in a regulated environment.
Electronic Warfare experience within the MoD (14 Signal Regiment).
Awareness of ITIL (v3 or v4).
Served in the 14 Signal Regiment.
Ability to achieve DV clearance, requiring residency in the UK for the last 10 years.

Benefits:

Competitive salary
Flexible benefits covering Health and Wellbeing, Savings and Protection, and Life, Leisure and Entertainment.
Inclusive, creative working environment with a focus on Equal Opportunity, Diversity, and Inclusion.
Access to community groups for sharing ideas and passions.
If you have a strong background in IT service management, particularly within the Defence & Security sector, and thrive in a customer-focused role, we would love to hear from you. Apply now to join our client's dynamic team in Romsey