Service Desk Engineer
Posted 2 days ago by MOURI Tech
Negotiable
Undetermined
Onsite
Bishop's Stortford, England, United Kingdom
Summary: The Offshore Service Desk Engineer role involves providing Level 1 and Level 2 IT support for UK-based club locations, ensuring operational excellence across IT environments. The position requires a proactive and technically skilled individual to manage incident queues and deliver high-quality support to end users and stakeholders. The role includes participation in an on-call rotation and may involve occasional travel. Candidates should have experience in remote desktop and infrastructure support within a distributed enterprise environment.
Key Responsibilities:
- Provide Level 1 and Level 2 support through the ServiceNow ticketing system, ensuring timely resolution of incidents and service requests.
- Diagnose and resolve issues related to desktops, laptops, mobile devices (iOS/Android), printers.
- Support Microsoft Office Suite, Exchange/Outlook, and in-house applications.
- Work on Windows and macOS platforms.
- Deliver high-quality support to both end users and executive-level stakeholders in corporate and club environments.
- Escalate unresolved issues appropriately and collaborate with Level 3 or specialist teams as needed.
- Monitor unassigned and open tickets, ensuring updates are timely, informative, and in alignment with SLAs.
- Contribute to the creation and maintenance of Standard Operating Procedures (SOPs) and knowledge base articles.
- Ensure IT processes and standards are followed during new club openings and infrastructure deployments.
- Participate in an on-call rotation and provide after-hours support when necessary.
- Occasional travel may be required, depending on proximity to supported locations.
Key Skills:
- Information Technology or related field (or equivalent hands-on experience).
- Minimum 1 year of experience supporting Desktop hardware/software and providing remote IT support in a service desk or help desk environment.
- Proficient in troubleshooting and supporting Windows 10/11, macOS.
- Experience with Microsoft Office 365, Exchange, Active Directory.
- Knowledge of remote access tools and endpoint security.
- Working knowledge of ITIL practices, ticket lifecycle management, and SLA adherence.
- Strong verbal and written communication skills, with the ability to explain technical issues clearly to non-technical users.
- Ability to work independently, manage priorities, and maintain professionalism under pressure.
- Flexible and dependable, with a commitment to delivering exceptional customer service.
Salary (Rate): undetermined
City: Bishop's Stortford
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Hi, Job Title: Offshore Service Desk Engineer (Level 1 & Level 2 Support) – UK Support Part Time: At least 16 hours per week Location: Onsite: St. James, Bishops Gate,Kensington Schedule: Must align with UK business hours and on-call rotation as required
About the Role: seeking a highly motivated and technically skilled Offshore Service Desk Engineer toprovide Level 1 and Level 2 IT support for our UK-based club locations as well as support overall incident queue. This role is critical to supporting and maintaining operational excellence across our IT environments. The ideal candidate is proactive, technically sound, and experienced in remote desktop and infrastructure support within a distributed enterprise environment.
Key Responsibilities:
- Provide Level 1 and Level 2 support through the ServiceNow ticketing system , ensuring timely resolution of incidents and service requests.
- Diagnose and resolve issues related to:
- Desktops, laptops, mobile devices (iOS/Android), printers
- Microsoft Office Suite, Exchange/Outlook, and in-house applications
- Windows and macOS platforms
- Deliver high-quality support to both end users and executive-level stakeholders in corporate and club environments.
- Escalate unresolved issues appropriately and collaborate with Level 3 or specialist teams as needed.
- Monitor unassigned and open tickets, ensuring updates are timely, informative, and in alignment with SLAs.
- Contribute to the creation and maintenance of StandardOperating Procedures (SOPs) and knowledge base articles.
- Ensure IT processes and standards are followed during new club openings and infrastructure deployments.
- Participate in an on-call rotation and provide after-hours support when necessary.
- Occasional travel may be required, depending on proximity to supported locations.
Qualifications:
- Information Technology, or related field (or equivalent hands-on experience) .
- Minimum 1 year of experience supporting Desktop hardware/software and providing remote IT support in a service desk orhelp desk environment.
- Proficient in troubleshooting and supporting:
- Windows 10/11, macOS
- Microsoft Office 365, Exchange, Active Directory
- Remote access tools and endpoint security
- Working knowledge of ITIL practices , ticket lifecycle management, and SLA adherence.
- Strong verbal and written communication skills,with the ability to explain technical issues clearly to non-technical users.
- Ability to work independently, managepriorities, and maintain professionalism under pressure.
- Flexible and dependable, with a commitment todelivering exceptional customer service .
Preferred Experience (Nice to Have):
- Experience supporting users in a fitness, retail, or hospitality environment.
- Familiarity with ServiceNow or similar enterprise ticketing platforms.
- Exposure to clubopenings , remote site setup, or IT project coordination.