Service Desk Engineer

Technical | Marlow

Reports To:

Service Desk Team Leader


Competitive plus benefits

 Your Role

In this role, you will be primarily responsible for investigating support cases and proactive system monitoring. You will get involved in exciting technologies such as Networking, Security, Microsoft and Storage & Virtualisation. As expected on any support desk it can be challenging but is also extremely rewarding when you see the issue through to resolution. 

What you'll be doing

  • Log all incidents, service requests, changes and problems that are raised to the Service Desk
  • Proactively manage ticket updates to all customers, 3rd parties and Vendors through to resolution
  • Consistently meet Service Desk Key Performance Indicators (KPI) as set by the Service Desk Manager
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
  • When required, attend the Change Advisory Board (CAB) and Problem Review meetings


What we need from you

  • Excellent customer service and written skills
  • Strong work ethic and the ability to work well within a team
  • Ability to work across a breadth of Microsoft solutions such as, Windows7, Office 2007/2010, Windows Networking, 2008 Active Directory and Exchange Server 2007/2010 administration
  • Experience working within a Virtualised environment (VMware/Hyper V)
  • Basic Networking & Security skills
  • Basic Citrix understanding
  • Exposure to monitoring technologies

Nice to Have

  • Worked in a similar environment – Managed Services Support Desk
  • ITIL v3 Foundation
  • Exposure to Managed print environment

About Softcat

Passion. Intelligence. Fun. Responsible; these are the core values which define Softcat. We are one of the UK’s leading IT infrastructure providers and a FTSE 250 listed company. The business is based on two key principles: outstanding customer service and employee satisfaction- both of which inspire our flexible, friendly approach to business. For more information about Softcat please visit: