Service Desk Engineer

Our client, a prominent entity within the Defence and Security sector, is seeking a dedicated Service Desk Engineer to join its permanent workforce in Romsey. This pivotal role involves ensuring the high-quality delivery of IT service management to UK and international customers, driving sustainable business growth through excellent customer service and effective team collaboration.Key Responsibilities:Serving as the primary point of contact for managing incoming queries via phone, email, and portal.Handling Incident, Problem and Request Management, ensuring that all issues or requests are logged and up-to-date in the ITSM tool.Providing first-line (L1) and second-line (L2) support on Electromagnetic Warfare (EW) products.Monitoring system performance, escalating unresolved issues, and maintaining high levels of incident ownership.Liaising with internal teams such as Sales, Engineering, QA, and external stakeholders to ensure service alignment with customer needs.Creating and maintaining knowledge base articles for customer self-service.Analysing data to drive continuous improvement in IT services and reduce downtime.Generating statistics and service reports for reviews.Managing the customer-facing Change Management processes and linking them to asset and configuration management.Promoting the client''s brand and ensuring compliance with the company''s policies and procedures.Job Requirements:Degree or HND/HNC qualified in a relevant field.Experience in the service support ..... full job details .....