IT Service Desk Engineer

🔒 Confidential Employer
Posted 25 March 2026
LOCATION
St Neots
TYPE
Full-time
LEVEL
Entry-level
SALARY
£33,000 / year
CATEGORY
IT
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Windows Microsoft enterprise tooling networking basics device troubleshooting ITIL processes 1st and 2nd line support

FULL DESCRIPTION

Service Desk Engineer – St Neots (PE19) – Perm – Full-Time on site

Salary £28,000 to £33,000

  • 25 days annual leave inclusive of up to 3 days December shut-down
  • Buy or sell up to 5 days’ annual leave
  • Two pension schemes to choose from
  • Private Medical & Dental Insurance + discounts for additional family members
  • Life Assurance scheme up to 4 x salary
  • Multiple Save schemes - Share Save scheme
  • Electric/Hybrid Car leasing scheme
  • Cycle to work scheme
  • Retail discounts
  • Continuous Professional development support
  • Annual Wellness Allowance

Key Responsibilities

  • Act as the first point of contact for users, delivering 1st line triage, investigation, and resolution across devices, operating systems, applications, and secure services.
  • Provide 2nd line support involving deeper technical analysis, hands-on troubleshooting, and root-cause identification where required.
  • Aim to achieve first‑time fix wherever possible to improve service efficiency and minimise escalations.
  • Escalate effectively to 3rd line resolver teams when specialist intervention is required.
  • Log, categorise, and manage all incidents, service requests, problems, tasks, and changes using service management tooling.
  • Maintain accurate recordkeeping and ensure timely updates, following Incident and Request Management workflows.
  • Work within agreed SLAs for response, diagnosis, and resolution.

Essential Skills & Experience

  • Previous experience delivering 1st and 2nd line support in a secure or structured service environment.
  • Strong diagnostic capability with proven ability to achieve first‑time fix.
  • Solid understanding of Windows, Microsoft enterprise tooling, networking basics, and device troubleshooting.
  • Familiarity with ITIL processes.
  • Excellent communication and stakeholder‑management skills.

Desirable Skills

  • Experience working in a secure or SIEM‑monitored environment.
  • Exposure to resolver group structures and cross‑team escalation processes.

Wellbeing is at the heart of our culture, helping people thrive and reach their full potential. We take pride in our wellness programmes, including mental health first aiders and full access to our employee assistance programme.

Our Non‑Negotiables

Due to the highly secure nature of our projects, you must be:

  • Comfortable working onsite full‑time in a high‑assurance environment.
  • A sole UK national
  • Eligible to obtain and maintain UK Government SC‑level clearance

Apply today to see how working for [Employer hidden — view at passion-project.co.uk] could work for you!

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