At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. Join us and be part of our team!
NaviSite is looking for an experienced
Service Desk Engineer
to join our expanding team in Glasgow. This role is a
24/7
position primarily office-based, with hybrid work available and occasional customer site visits required. Responsibilities: Deliver high-quality IT support service in line with targeted SLAs, ensuring professional ticket handling in the company's CRM system. Communicate effectively with end-users, demonstrating strong customer service, analytical, and problem-resolution skills. Capture all interactions and ticket resolutions within our ticketing system, ServiceNow, to aid trending and continual service improvements. Categorize tickets based on ITIL principles (Incidents and Service Requests). Take ownership of customer issues, ensuring tickets are resolved in a timely manner. Troubleshoot issues remotely, including problems with Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones, and Printers. Manage daily activities, including backup services and raising/resolving issues with backup jobs. Resolve a high volume of calls at the first point of contact. Escalate tickets to deskside support teams when remote resolution is not possible. Review and implement user, server, and network change requests. Follow high-severity and major incident procedures. Collect necessary information to escalate tickets to relevant support teams when needed. Contribute to the knowledge base when new work instructions or fixes are identified. Familiarity with Intune device management. Requirements: Good technical understanding and experience. Able to cope with multiple problems in a calm and professional manner. Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS). Good verbal communication skills. Work well in a team and enjoy helping others. Friendly and approachable. Precision, professionalism, perfectionism, flexibility, and a passion for new technologies. Flexibility in working hours is vital; you will be required to work in a rotating shift pattern. Occasional travel to customer sites in the UK and Ireland may be required. Working knowledge of ITIL processes. Knowledge of Microsoft Office 365, Active Directory, and Exchange Server. NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. Internal Applicants – No sponsorship available. External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year. You must ensure compliance with data protection legislation under the DPA, EU GDPR, and any other applicable data protection legislation.
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Service Desk Engineer
to join our expanding team in Glasgow. This role is a
24/7
position primarily office-based, with hybrid work available and occasional customer site visits required. Responsibilities: Deliver high-quality IT support service in line with targeted SLAs, ensuring professional ticket handling in the company's CRM system. Communicate effectively with end-users, demonstrating strong customer service, analytical, and problem-resolution skills. Capture all interactions and ticket resolutions within our ticketing system, ServiceNow, to aid trending and continual service improvements. Categorize tickets based on ITIL principles (Incidents and Service Requests). Take ownership of customer issues, ensuring tickets are resolved in a timely manner. Troubleshoot issues remotely, including problems with Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones, and Printers. Manage daily activities, including backup services and raising/resolving issues with backup jobs. Resolve a high volume of calls at the first point of contact. Escalate tickets to deskside support teams when remote resolution is not possible. Review and implement user, server, and network change requests. Follow high-severity and major incident procedures. Collect necessary information to escalate tickets to relevant support teams when needed. Contribute to the knowledge base when new work instructions or fixes are identified. Familiarity with Intune device management. Requirements: Good technical understanding and experience. Able to cope with multiple problems in a calm and professional manner. Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS). Good verbal communication skills. Work well in a team and enjoy helping others. Friendly and approachable. Precision, professionalism, perfectionism, flexibility, and a passion for new technologies. Flexibility in working hours is vital; you will be required to work in a rotating shift pattern. Occasional travel to customer sites in the UK and Ireland may be required. Working knowledge of ITIL processes. Knowledge of Microsoft Office 365, Active Directory, and Exchange Server. NAVISITE - Part of Accenture, is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor. Internal Applicants – No sponsorship available. External Applicants – Sponsorship not guaranteed. Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year. You must ensure compliance with data protection legislation under the DPA, EU GDPR, and any other applicable data protection legislation.
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