Senior IT Service Desk Engineer

Responsibilities

• Service Desk Operations.
• Coordinate day to day service desk operations, including ticket queues, prioritisation, assignment, follow up and escalation.
• Ensure incidents and service requests are logged, tracked, updated, and resolved within agreed service level targets.
• Ensure tickets contain clear ownership, user updates, troubleshooting notes, resolution notes and closure details.
• Monitor service desk workload and support coverage during school operating hours, peak periods, events and critical activities.
• Maintain service desk procedures, workflows, knowledge articles, and documentation standards.
• Ensure service desk activities follows IT policies, security requirements, safeguarding expectations and acceptable use standards.
• Stakeholder Management and Communication.
• Act as an escalation point for user issues, service complaints and operational disruptions.
• Provide clear, timely and professional updates to users, school leadership, global/regional IT and vendors during incidents, escalations and service requests.
• Follow through on open issues until ownership, next actions, and resolution status are clear.
• Build trusted working relationships with school leadership, academic staff, support staff, students, parents and global/regional IT teams.
• Handle difficult user situations professionally and ensure service issues are managed with ownership and accountability.
• Team Coordination and Leadership
• Support the planning, scheduling and coordination of service desk engineers to ensure adequate coverage and balanced workload.
• Guide service desk engineers on ticket handling, user updates, escalation behaviour and service quality.
• Coach and support team members to improve technical capability, customer service, communication and follow through.
• Review service delivery gaps and recommend practical improvement actions.
• Support training plans, knowledge sharing and development actions for service desk team members.
• IT Operations Support.
• Support onboarding and offboarding processes for staff and students, including access readiness, devices readiness and timely closure of leaver accesses.
• Coordinate support for school events, admissions activities, examinations and other peak operational periods.
• Work closely and partner with Infrastructure and Application teams to ensure escalation are routed, tracked, and resolved properly and promptly.
• Support service desk tools and work with global/regional IT to ensure support systems remains effective.
• Support and drive asset management processes, including device allocation, movement, recovery and lifecycle updates where required.
• Position Requirements
• Proven experience in IT service desk, end user support, IT operations or school technology support.
• Strong understanding of IT service management processes, including incident management, request fulfilment, escalation management, change management, problem management and service reporting.
• Experience operating as a senior analyst, escalation point, shift lead, team lead or similar service desk coordination role.
• Good working knowledge of end user computing environments including Windows, MacOS, M365, pr

Additional Information

Senior IT Service Desk Engineer Job ID : 00580 Position Objective ▪ The Senior IT Service Desk Engineer supports and strengthens the school IT service desk function by ensuring reliable, responsive, and high quality end user support across the school community. ▪ The role coordinates daily service desk activities, manages ticket follow up, supports escalations and helps to ensure that incidents and service requests are satisfactorily resolved within agreed service levels. ▪ The role acts as a key interface between school leadership, staff, students, parents, global/regional IT teams and vendors. The role requires strong ownership, clear communication, structured follow through and professional handling of service issues. ▪ The role also supports continuous improvement of service desk quality, including ticket hygiene, user communications, knowledge base management, service reporting, and process adherence. ▪ This role will deputize in the IT Service Desk Manager's absence to run service desk operations

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Company Intel

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