Service Desk Engineer

Roc Technologies is seeking a proactive and customer-focused 1st Line Service Desk Engineer to join our onsite support team at Dounreay. Working as part of the front-line IT support function, you will be the first point of contact for users, responding to incidents, service requests, and queries while delivering an excellent customer experience.

This is an ideal opportunity for someone who enjoys working directly with customers, has strong problem-solving skills, and thrives in a fast-paced support environment.

Key Responsibilities

• Log emails, queries, incidents, and faults within ServiceNow.
• Resolve issues through first-call fixes where possible or appropriately triage and escalate incidents to 2nd or 3rd Line Support teams.
• Assign and dispatch IT stock and manage waste item processes.
• Perform first-line support activities including password resets and user guidance.
• Administer user accounts, including disabling and deleting accounts for leavers.
• Answer and transfer switchboard calls as required.
• Produce, maintain, and update 1st Line work instructions and operational procedures.
• Manage the 1st Line mailbox and call queues to ensure Service Level Agreements (SLAs) are consistently met.
• Support other technical teams when required and authorised by the Team Lead or Operations Manager.
• Carry out additional duties appropriate to the role as required.

What We're Looking For

Essential Knowledge & Skills

• Experience supporting Windows 11 environments.
• Familiarity with iOS devices.
• Strong customer service and communication skills.
• Ability to diagnose and resolve common IT issues efficiently.

Desirable Knowledge & Skills

• Experience with Microsoft 365 and Microsoft Teams.
• Understanding of IT service management tools such as ServiceNow.

Key Attributes

• Friendly, approachable, and personable, with a passion for providing excellent customer service.
• Comfortable working in a face-to-face client environment.
• Strong attention to detail and a methodical approach to problem-solving.
• Ability to prioritise workload effectively and remain organised in a busy environment.

Desirable Attributes

• Ability to work to tight timescales without compromising quality.
• Strong task management and follow-through skills.
• Analytical mindset with a commitment to delivering high-quality support