Service Desk Consultant

Description:

As a Service Desk Consultant, you’ll take ownership of diagnosing, troubleshooting and resolving technical incidents escalated from 1st Line. You’ll work across on-premise infrastructure, networking, servers and cloud environments, ensuring issues are resolved within agreed SLAs while providing an excellent customer experience.

You’ll also have the opportunity to develop your expertise across Microsoft 365, Azure, Windows and modern cloud technologies.

🔹 Senior Service Desk Consultant 

The Senior Consultant will take ownership of complex and escalated incidents, supporting major incidents and contributing to technical projects and service improvements.

You’ll be responsible for:

• Diagnosing and resolving complex technical issues
• Managing escalated and high-priority incidents
• Maintaining clear communication with customers
• Supporting knowledge sharing and technical documentation
• Coaching and mentoring Service Desk engineers
• Supporting the development of junior engineers and apprentices
• Identifying recurring issues and working with technical teams to improve services
• Contributing to projects and wider service improvement initiatives