• Service Desk Engineer

    Location(s) UK-Greater London-Hayes
    Req #
    Customer Relationship & Support
  • Overview & Responsibilities

    The Service Desk Engineer is required to exceed customer expectations in the provision of service support to customers and will work with the team to meet Support Desk SLA's through effective communication and team work. The role will provide simple and basic technical support for inquiries received via the telephone, Ticketing system, chat and desk side assistance.




    • You will be the voice of Fanatical Support and the first point of contact for Rackspace employees via phone and face to face.
    • Form part of the Internal IT phone team to serve Rackpace employees.
    • Receive, manage & co-ordinate all tickets, Chat support and phone calls.
    • Good communication, interpersonal, organizational, and planning skills
    • Ability to communicate technical information and ideas so others will understand.
    • Resolve tickets raised and or escalate tickets to the other IT teams.
    • Log all work through the Service Now ticketing system.
    • Follow up with staff on ticket resolutions.
    • Escalation and relay point for the Desktop/field Support staff.
    • Facilitate the approval process when requests require approvals from department leaders.
    • Assist with the onboarding of new starters.
    • Assess and streamline current processes to better the team’s performance


    Active Directory

    • Unlocking SSO Accounts.
    • Keeping user information up-to-date.
    • O365
    • Troubleshooting account issues
    • Troubleshooting basic email issues

    Stock Management

    • Responsible for ordering and receiving stock in Oracle.
    • Responsible for weekly stock takes and replenishment of stock.
    • Liaising with the Desktop team to ensure adequate stock management.
    • Continual improvement on stock management to accommodate changing business needs

    Operating Systems

    • Proficient in Microsoft Windows 7, 8.1 and Windows 10
    • Apple Macintosh experience
    • Mobile Android (Samsung)
    • Mobile iOS (Apple)


    • Supporting Dell Latitude laptops.
    • Supporting Apple Macbook Pro laptops.

    Service Now

    • Incident and request management.
    • Regular updates to end users via tickets in Service Now.
    • Managing incident/ Request SLA’s to ensure timely resolution.
    • Log all work received through Phone, Walk up and Chat.

    Mobile Phones

    • Ordering and deployment of mobile phones
    • Management of user information with service provider
    • Troubleshooting mobile phones issues
    • Supporting iOS and Android devices
    • Managing mobile phones using a MDM
    • Supporting Apple iPhone and Samsung Galaxy mobile phones.


    • Management and refresh/ deployment of RSA hard and soft tokens
    • Troubleshooting faulty tokens and RSA issues


    • Passionate about customer service.
    • Ability to go above and beyond. Spot areas of improvement and activate on it.
    • Working knowledge of a support/customer service environment.
    • Ability to work well within a team.
    • Good problem-solving ability and time management practices.
    • Ability to work well under pressure.
    • Technically competent with a can-do approach and willingness to learn.


    Nice to have Skills

    • Office O365 Administration and support experience.
    • Microsoft SharePoint Administration experience.
    • PowerShell Experience
    • Experience with Mobile Device Management tools.
    • MDM solutions