1st Line Service Desk Engineer
London, W1T
Permanent | Full-time | Hybrid working
About this opportunity
Gleeds is an International Management and Construction Consultancy, widely recognised for their commitment to innovation, new initiatives and professional approach. Gleeds offer their clients world-class performance across a diverse range of services and sectors.
We are searching for a IT support professional or service desk engineer to join us following a promotion in our service desk team. Working from our new Global HQ in London on a hybrid basis (3+ days per week in the office), you will join us as a key member of our U.K. IT team. Our dedicated service desk team currently supports approximately 1500 internal users at over 20 UK locations, providing efficient support and solutions to technical and systems issues, to all levels of Gleeds people, both remotely & in-person.
Reporting into (and with support from) our Service Desk Manager, you will be responsible for resolving incidents and requests logged with our Service Desk via email, telephone and via the self-service portal, prioritising to ensure the best service is delivered to Gleeds’ users against agreed service levels.
Your responsibilities will include:
- Act as the first point of contact for all IT support requests via phone, email, or ticketing system.
- Provide technical assistance and troubleshooting for hardware, software, and network-related issues.
- Diagnose and resolve problems related to desktops, laptops, printers, mobile devices, and other IT equipment.
- Escalate complex issues to the appropriate teams or specialists for further investigation and resolution.
- Maintain accurate records of all support requests and resolutions using the company's ticketing system.
- Assist in the deployment and configuration of new hardware and software applications.
- Provide basic user training and guidance on IT systems and applications.
- Proactively identify recurring issues and recommend solutions to improve efficiency and reduce downtime.
- Collaborate with other IT teams to ensure the smooth operation of IT systems and infrastructure.
As a Gleeds team member, you will have access to:
- Opportunities to develop and grow your career
- A comprehensive flexible benefits package
- 25 days annual leave (+ bank holidays) with buy / sell options
- A contributory pension scheme & life assurance provision
- Employee Assistance Programme
- Our global travel scholarship programme
- Flexible working arrangements