IT Service Delivery Engineer Helpdesk Support

**Please note this role is permanently based in our Glasgow Office*

SThree are pleased to announce we're recruiting for a talented IT Service Delivery Engineer (Support & Helpdesk) to join our dynamic team on a permanent basis.

The Service Delivery Engineer is responsible for providing 1st and 2nd line support for a range of IT services, including user provisioning, hardware troubleshooting and repair, and monitoring and resolving issues affecting IT services. This role demands clear and concise communication to offer advice and guidance to all stakeholders while upholding a high level of professionalism. A passion for delivering high-quality service is essential. Based primarily at our Glasgow office, this position also requires occasional travel to other SThree offices to provide on site technical support.

About us

SThree is the global STEM-specialist talent partner that connects sought-after specialists in life sciences, technology, engineering and mathematics with innovative organisations across the world. We are the number one destination for talent in the best STEM markets: Recruiting highly skilled professionals and discovering life-changing jobs for the unsung heroes who will positively shape our future.

What are the day-to-day tasks?

• Provide 1st and 2nd line support for all IT products and services.
• Proactively take ownership of Technology Support issues specific to assigned sites, as defined by the Service Delivery Manager.
• Answer inbound calls, live chats, and self-service requests; document, prioritise, assign, track, and respond to incidents and requests promptly.
• Take end-to-end ownership of incidents throughout their lifecycle.
• Manage desktop equipment (laptops and peripherals), video conferencing, audio-visual, and telephony issues at regional sites, either by engaging third-party vendors or travelling when required.
• Escalate problems to internal and external 3rd level support (other Group Technology resources and 3rd party suppliers) as appropriate, and act as a resource to implement solutions under 3rd level support direction.
• Serve as a liaison between regional customers and Group Technology to ensure mutual understanding of needs
• Identify opportunities to enhance the knowledge within the Service Delivery Team to increase the rate of first-contact resolution and expand self-support materials for end users.
• Work outside of core hours as needed, including when travelling to other SThree offices.
• Collaborate with regional service delivery colleagues to identify and resolve trends/patterns in problem management.
• Follow documented procedures to manage secure access to IT systems for new starters, leavers, and internal staffing changes.
• Manage the asset management process within the region, ensuring compliance with the group-wide approach.
• Efficiently action all operational events, alerts, and incidents to the agreed target
• Maintain operation logs for all events, warnings, and alerts, as well as recording and classifying all messages.
• Ensure timely completion of all routine housekeeping tasks on operational infrastructure and IT services.
• Liaise with 3rd party suppliers to escalate production issues
• Participate in office setups, refurbishments, and the retirement of legacy technology.
• Oversee local office delivery projects as directed by the Service Delivery Manager.

Knowledge & Experience:

• Proven experience in direct customer support in a corporate technology environment (at least 5 years)
• Demonstrate strong expertise in technologies including current desktop operating systems, video conferencing communications, such as Microsoft Teams and O365 platform.
• Experience in mobile and laptop device management, including Intune.
• Familiarity with Microsoft Power Platform would be advantageous.
• Experience in using knowledge bases for support, including documenting knowledge articles.
• Experience with ServiceNow is beneficial.

Qualifications:

• Degree qualified in a Technology/Technology discipline (preferred)

Benefits for our U.K. teams include:

• The choice to work flexibly from home and the office, in line with our hybrid working principles
• Bonus linked to company and personal performance
• Generous 28 days holiday allowance, plus public holidays
• Annual leave purchase scheme
• Five days paid Caregiver/Dependant leave per annum
• Five paid days off per year for volunteering `
• Private healthcare, discounted dental insurance and health care cashback scheme
• Opportunity to participate in the company share scheme
• Access to a range of retail discounts and saving

What we stand for...

We're committed to ensuring for our colleagues, candidates and communities, that all processes are equitable, and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected. If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we'll be happy to help.

What we stand for..

We create community and deliver change that transforms the future for everyone. With this in mind, we're committed to ensuring for our colleagues, candidates and communities, that all processes are equitable and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected.

If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we'll be happy to help.