Service Desk Engineer

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    "location": {
      "city": "Thurso",
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      "addressCountry": "United Kingdom"
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    "datePosted": "2026-06-02",
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    "description": "<p><span style=\"font-size: 14pt\">Service Desk Engineer</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt\">Roc Technologies is seeking a proactive and customer-focused 1st Line Service Desk Enginee<span style=\"font-weight: bold\">r</span> 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.</span></p>\n<p><span style=\"font-size: 14pt\">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.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt\">Key Responsibilities</span></p>\n<ul>\n<li><span style=\"font-size: 14pt\">Log emails, queries, incidents, and faults within ServiceNow.</span></li>\n<li><span style=\"font-size: 14pt\">Resolve issues through first-call fixes where possible or appropriately triage and escalate incidents to 2nd or 3rd Line Support teams.</span></li>\n<li><span style=\"font-size: 14pt\">Assign and dispatch IT stock and manage waste item processes.</span></li>\n<li><span style=\"font-size: 14pt\">Perform first-line support activities including password resets and user guidance.</span></li>\n<li><span style=\"font-size: 14pt\">Administer user accounts, including disabling and deleting accounts for leavers.</span></li>\n<li><span style=\"font-size: 14pt\">Answer and transfer switchboard calls as required.</span></li>\n<li><span style=\"font-size: 14pt\">Produce, maintain, and update 1st Line work instructions and operational procedures.</span></li>\n<li><span style=\"font-size: 14pt\">Manage the 1st Line mailbox and call queues to ensure Service Level Agreements (SLAs) are consistently met.</span></li>\n<li><span style=\"font-size: 14pt\">Support other technical teams when required and authorised by the Team Lead or Operations Manager.</span></li>\n<li><span style=\"font-size: 14pt\">Carry out additional duties appropriate to the role as required.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt\">What We're Looking For</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt\">Essential Knowledge &amp; Skills</span></p>\n<ul>\n<li><span style=\"font-size: 14pt\">Experience supporting Windows 11 environments.</span></li>\n<li><span style=\"font-size: 14pt\">Familiarity with iOS devices.</span></li>\n<li><span style=\"font-size: 14pt\">Strong customer service and communication skills.</span></li>\n<li><span style=\"font-size: 14pt\">Ability to diagnose and resolve common IT issues efficiently.</span></li>\n</ul>\n<p><span style=\"font-size: 14pt\">Desirable Knowledge &amp; Skills</span></p>\n<ul>\n<li><span style=\"font-size: 14pt\">Experience with Microsoft 365 and Microsoft Teams.</span></li>\n<li><span style=\"font-size: 14pt\">Understanding of IT service management tools such as ServiceNow.</span></li>\n</ul>\n<p><span style=\"font-size: 14pt\">Key Attributes</span></p>\n<ul>\n<li><span style=\"font-size: 14pt\">Friendly, approachable, and personable, with a passion for providing excellent customer service.</span></li>\n<li><span style=\"font-size: 14pt\">Comfortable working in a face-to-face client environment.</span></li>\n<li><span style=\"font-size: 14pt\">Strong attention to detail and a methodical approach to problem-solving.</span></li>\n<li><span style=\"font-size: 14pt\">Ability to prioritise workload effectively and remain organised in a busy environment.</span></li>\n</ul>\n<p><span style=\"font-size: 14pt\">Desirable Attributes</span></p>\n<ul>\n<li><span style=\"font-size: 14pt\">Ability to work to tight timescales without compromising quality.</span></li>\n<li><span style=\"font-size: 14pt\">Strong task management and follow-through skills.</span></li>\n<li><span style=\"font-size: 14pt\">Analytical mindset with a commitment to delivering high-quality support</span></li>\n</ul>",
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    "minimumExperience": "Experienced",
    "jobOpeningShareUrl": "https://roctechnologies.bamboohr.com/careers/279",
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