Service Desk Engineer

  • Location
    Cambridge, Cambridgeshire
  • Category
    IT and Telecoms - 2nd Line Support
  • Contract Type
  • Salary
    £ 26000 - £ 28000 / Year
  • OrganizationType

Title: 2nd Line Service Desk Engineer

Location: Cambridge

Salary: £28,000 (up to £32k OTE)

Days/ Hour of work: Monday - Friday - 09:00 - 5:30


  • 25 days holiday (FTE) plus Bank Holidays

  • Long Service holiday award - 1 extra week every 10 years continuous service

  • Private Healthcare

  • Pension Scheme (5% employer / 5% Employee)

  • Staff Profit Share / Salary sacrifice (Pensions, Staff Profit Share)

  • Life Assurance - 4 x salary / Permanent Health Insurance

  • Paid ESG (Environmental, Social and Governance) day

  • Enhanced Maternity/Paternity Leave

  • Season Ticket Loan

  • Gym Flex membership

  • Electric car scheme

  • Dress for your Day Policy

  • Discounted legal services

  • Agile Working Policy

The company

An established and forward-thinking organisation based in the heart of Cambridge is looking for a Service Desk Engineer, with 2nd line troubleshooting experience, to join the Service Desk team within a wider IT department. The IT department is responsible for all aspects of IT across the business, covering user support, infrastructure, network, security, data and development team.


  • As one of a team of 2nd Line Service Desk Engineers, your role will be to provide a first-class level of support to internal users based in your designated office as well as to those who are remote.

  • Working to ITIL best practices, you will strive to work collaboratively with the team to meet SLA targets, escalating where appropriate but always ensuring that the user is at the forefront of the mind, keeping them informed and included in progress.

  • The role will suit someone who thrives in assisting users who may not necessarily have IT backgrounds to overcome their IT challenges through excellent communication and troubleshooting techniques.

  • You will excel in a busy and buoyant working environment and enjoy being part of a team.

  • As part of a wider IT services team, the future offers numerous progression and personal development opportunities for enthusiastic and talented employees looking to build their career in the IT profession.

  • IT Support and Hardware deployment for your designated location

  • Progression of 2nd Line tickets passed through the Service Desk

  • Accuracy of data used to define, troubleshoot, and close tickets passed through the ticketing system

  • Working to agreed Service Desk processes using ITIL best practices

  • Punctual and available to ensure support levels are maintained across the team

  • Providing great customer service in a friendly, professional, and easy to understand manner, breaking down the technical jargon

  • Managing your own workload, knowing when to research and when to escalate

  • Contributing to the overall success of the IT team

  • Participation in the out of hours rota.

The ideal candidate

  • Experience working within an IT Service Desk area

  • Microsoft Technologies e.g, Active Directory, Office 2016, 2019, O365

  • Legal Software beneficial e.g, iManage, Aderant, Bighand

  • ITIL Foundation

  • Must have CompTIA A+ certification

  • Strong IT troubleshooting skills

  • Excellent communication skills

  • Ability to work under pressure and to meet deadlines

  • Self-motivated with ability to use initiative

  • A highly customer service focused mind-set

  • Effective team-player

  • A commitment to ongoing development

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Sarah Louise Smith