Service Desk Engineer

Description:

We are seeking a Provisioning (Change Management) Service Desk Engineer to join our dedicated Provisioning team focused on client IT change requests from password changes, user on-boarding and off boarding, MDM profile builds, device builds to SAR requests ensuring accuracy, consistency, and exceptional customer service.

You will be working to a high volume of technical daily tickets, following detailed client processes and collaborating with both internal client IT teams and external users. This is not a First Line Helpdesk role, it suits someone who thrives in a planned, measurable environment rather than reactive troubleshooting.

Role Overview:

• Execute user IT change requests including Microsoft 365, MFA, and Intune setups
• Manage user creation, decommissioning, permissions, and password resets
• Follow structured client procedures and update tickets in real time
• Communicate with end users by phone, email and the ticket
• Update ticket status and work completed real time in our PSA (ConnectWise).
• Work collaboratively with the Provisioning Coordinator to manage ticket allocation
• Identify and report process gaps to help improve workflows and documentation
• Maintain consistent performance managing 20 to 30 tickets per day

What We’re Looking For:

• Strong technical knowledge of Microsoft 365, MFA, Intune, Windows 11
• Experienced using Autopilot, Anti Virus (TrendMicro), Unifi WIFI and Switches
• Confident communicator with excellent written and verbal skills
• Accurate, process driven, and comfortable with repetitive, structured work
• Proven experience ideally in an MSP or multi-client IT environment preferred.
• Reliable, resilient, and focused on service excellence