Summary

This service desk engineer role provides first-line technical support to clients, colleagues, and partners using customer experience technologies. The work includes incident handling, troubleshooting, system monitoring, and service improvement; remote or flexible work may be available depending on base location.

Responsibilities

• Log client incidents and service requests
• Assess issue severity and prioritise cases
• Troubleshoot incidents and resolve them without escalation
• Update client contacts on case progress
• Monitor client systems and respond to critical events
• Maintain knowledge articles and automated processes
• Identify and progress incidents proactively