Senior IT Service Desk Engineer

Overview

Provides advanced IT support, mentorship, and project leadership as a senior service desk engineer.

Key Responsibilities

• escalation
• system admin
• project lead
• knowledge base
• troubleshooting
• process improvement

Tasks

-Acting as an escalation point for 1st and 2nd line Service Desk Engineers, ensuring complex incidents and problems are resolved promptly -Leading by example in delivering excellent customer service and communication with end users -Providing mentoring, coaching and technical guidance to Service Desk Engineers to build team capability and knowledge -Assisting with the administration of key systems such as Active Directory, Office 365, VPN, Oracle E-Business Suite and Mitel -Supporting and contributing to IT projects, acting as the Service Desk lead where required -Ensuring knowledge base articles and team documentation are accurate and kept up to date -Taking ownership of high priority issues, providing advanced troubleshooting and resolution across hardware, software, networking and applications -Proactively identifying recurring issues and recommending permanent fixes, including process or technical improvements

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About Fm Conway Ltd

-A leading provider of integrated infrastructure, construction, and civil engineering services. -Rich history of delivering high-quality projects in transport, utilities, and industrial sectors. -Specializes in highways maintenance, asphalt production, and civil engineering. -Operates key divisions such as civil engineering, transportation, and environmental solutions. -Committed to innovation through advanced use of technology in construction processes. -Notable projects include the maintenance and improvement of major transport networks and infrastructure across the UK. -In-house capabilities extend to materials production, enabling control of quality and efficiency from start to finish. -Known for taking on complex and large-scale projects and delivering them on time and within budget.

Sector Specialisms