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IT Service Desk Engineer Job Description

IT Service Desk Engineer Job Description

The Service Desk Engineer’s role is to support and maintain in-house computer systems, desktops, peripherals, AV equipment and translation equipment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.

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This person will log requests and incidents via the IT Service Desk system and provide end-user assistance (in person, by telephone, or via e-mail) in a timely and accurate fashion. The person will also provide appropriate support and guidance to junior members of the team, as well as providing end user training, inductions and assistance to staff where required.

Key Responsibilities-IT Service Desk Engineer Job Description

Procurement & Deployment

• Support development and implementation of networking projects and new technology installations;

• Conduct research on desktop products in support of PC procurement and development efforts;

• Maintain up-to-date knowledge of networking contracts and supervise contract-based installations.


• Perform on-site analysis, diagnosis, and resolution of complex PC and AV problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed;

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance via the IT Service Desk software;

• Accurately document instances of hardware failure, repair, installation and removal;

• Support development and implementation of new computer projects and new hardware installations;

• Recommend, schedule, and perform PC/Network, hardware and peripheral equipment improvements, upgrades, and repairs;

• Monitor and test network performance and provide network performance statistics and reports;

• Be a point of escalation for more junior staff on technical issues;

• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contractbased installations;

• Receive and respond to incoming calls, tickets, and/or e-mails regarding desktop and network; problems via telephone, tickets and e-mail, ensuring courteous, timely, and effective resolution of end user issues;

• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports;

• Maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other peripheral equipment;

• Perform server and security audits as well as system backups and recovery as directed by Head of IT Infrastructure;

• Plan, organise and prioritise own work and resources in order to achieve agreed objectives;

• Working technical knowledge of current protocols, operating systems, and standards;

• Liaise with third-party support and PC equipment vendors.


• Fulfill all relevant Health and Safety responsibilities

• Adhere to all relevant policies and procedures

• Adapt to change and have an ability to acquire new and relevant skills and knowledge by taking appropriate responsibility for own personal and professional development

• Support and promote the sustainability commitment and carry out duties in an ethical and responsible manner

NB This Job Description currently applies but duties may be allocated from time to time, which are appropriate to the grade and post and which are not of a substantial ongoing nature to affect the grading of the post

Knowledge Skills Experience Education-IT Service Desk Engineer Job Description

1. Good level of general education

2. Excellent customer service skills

3. Previous experience in providing high quality technical support 4. Previous experience of using IT Service Desk software to log issues/requests

5. Previous experience of common software tools, components and peripheral accessories

6. Good working knowledge of Network and PC hardware

7. Good working knowledge of AV equipment and associated software tools

8. Able to work as part of a team and in partnership with others

9. Recognises the need for and demonstrates appropriate confidentiality

10. Able and prepared to work flexibly, including travel between locations when required

11. BTEC or equivalent in a computer-related discipline

12. Previous experience of ITIL

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