Global Service Desk Engineer

The Global Service Desk IT Engineer is a Level 1 (L1) support role within the company’s Global Service Desk, responsible for providing first-line technical support to 1,500+ end users across multiple regions. Operating in a remote-first, cloud-only environment, this role acts as the first point of contact for all IT support requests. The IT Engineer is responsible for resolving common issues, accurately triaging and escalating incidents to Level 2 (L2) teams where required, and ensuring a consistent, high-quality support experience for users globally. Scope of Work The Global Service Desk IT Engineer will: Provide L1 support to end users across all regions via the Global Service Desk Act as the first point of contact for IT incidents, requests, and queries Resolve issues where possible and escalate effectively to L2 and specialist teams Support a fully cloud-based IT environment Contribute to documentation, knowledge base articles, and service improvements This role is well suited to a technically capable, customer-focused engineer who enjoys problem-solving, learning new technologies, and contributing to continuous improvement in a fast-growing global organisation. Key Responsibilities Service Desk Support & Operations The Global Service Desk IT Engineer will: Respond to and resolve Service Desk tickets in line with defined SLAs and priorities Accurately log, categorise, prioritise, and document all tickets in the ITSM platform Provide first-line support for hardware, software, identity, and access-related issues Perform effective triage and escalate tickets to L2 teams with clear context and troubleshooting detail Communicate clearly and professionally with end users throughout the ticket lifecycle Participate in Service Desk handovers and follow-the-sun support coverage User Experience & Knowledge Deliver a friendly, consistent, and customer-focused support experience Identify gaps in documentation and proactively contribute to knowledge articles and FAQs Promote self-service and knowledge-led support where appropriate Provide feedback to the Global Service Desk Lead on recurring issues and improvement opportunities Continuous Improvement & Collaboration Participate in Service Desk improvement initiatives, tooling enhancements, and process changes Support ITSM best practices, including incident, request, and problem management Collaborate with L2, security, infrastructure, and application teams to improve resolution quality Stay up to date with supported systems, tools, and technologies Skills, Knowledge & Expertise Required Experience providing L1 or Service Desk support in a corporate IT environment Experience supporting end-user hardware (laptops, tablets, smartphones) Experience supporting Windows 10/11 environments Experience supporting cloud services, particularly Microsoft 365 and Entra ID (Azure AD) Experience supporting macOS environments Strong general IT troubleshooting and diagnostic skills Professional working proficiency in English Desirable Experience supporting mobile devices (iOS and Android) Experience with Microsoft Endpoint Manager (Intune) Experience with Azure Virtual Desktop Experience supporting SaaS platforms such as NetSuite or HubSpot Basic scripting experience (PowerShell preferred) Additional language skills Skills & Competencies Strong customer service and communication skills Methodical and organized approach to problem-solving Ability to manage multiple tickets and priorities effectively Attention to detail in documentation and ticket updates Willingness to learn and develop technical and process knowledge Ability to work independently in a remote, distributed team Comfortable following defined processes while contributing improvement ideas