IT Service Desk Engineer

Role overview

John Paul Construction is hiring an IT Service Desk Engineer to become part of its IT function and deliver first-line technical assistance to employees across the organisation. The role focuses on taking ownership of incidents and service requests, resolving everyday hardware and software problems, supporting users, and keeping service quality high.

This position calls for clear communication, solid troubleshooting capability, and a proactive mindset in a busy, fast-moving environment.

Key responsibilities

• Serve as the initial contact for IT support issues raised by phone, email, or ticketing tools.
• Record, assess, prioritise, investigate, and resolve incidents and service requests within agreed service targets.
• Support end-user devices such as desktops, laptops, mobile devices, printers, and other connected equipment.
• Diagnose and work through problems related to hardware, software, networks, and connectivity.
• Manage user accounts, passwords, and access rights.
• Provide support for Microsoft 365 tools, including Outlook, Teams, OneDrive, and SharePoint.
• Help with employee onboarding and exit processes, including account creation and equipment setup.
• Pass more complex issues to second- or third-line teams when needed.
• Keep incident, request, and resolution details accurately documented in the IT service management platform.
• Draft and maintain technical notes and knowledge base content.
• Support IT initiatives, upgrades, and rollouts as required.
• Work in line with IT policies, security requirements, and established best practices.

Essential experience and skills

• Prior experience in an IT Service Desk, Help Desk, or IT Support position.
• Good working knowledge of Microsoft Windows operating systems.
• Hands-on experience with Microsoft 365 applications and services.
• Familiarity with Active Directory user and group administration.
• Basic understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VPNs.
• Experience using IT ticketing or service management systems.
• Strong diagnostic and problem-solving ability.
• Excellent customer handling and communication skills.
• Ability to organise priorities and manage several tasks at once.

Desirable experience

• Exposure to supporting hybrid or remote working setups.
• Knowledge of Microsoft Intune, Entra ID (Azure AD), and device management.
• Experience with endpoint protection and antivirus tools.
• ITIL Foundation certification or a practical understanding of ITIL principles.
• Relevant IT qualifications such as CompTIA A+, Microsoft certifications, or similar.

Personal qualities

• Customer-oriented approach with a positive, professional manner.
• High attention to detail.
• Dependable, well organised, and self-driven.
• Comfortable working as part of a team and independently when needed.
• Motivated to learn and expand technical capability.

Working arrangement

This is a full-time role with shift participation to maintain service desk coverage during business hours. Some out-of-hours support may also be needed.