Service Desk Engineer - Glasgow

Service Desk Support Engineer - Glasgow

NaviSite Part of Accenture is looking for an experienced Service Desk engineer to join our expanding team in Glasgow. This role is a 24/7 role offered as a hybrid working arrangement, with occasional customer site visits required.

Responsibilities

• Deliver high quality IT support service in line with targeted SLAs, with professional ticket handling in the company's CRM system and excellent communication with end users; able to work under pressure in a fast paced environment.
• Possess strong customer service, analytical, and problem resolution skills.
• Strong communication skills; excellent English (written and spoken).
• Be empathic and sympathetic to our users.
• Capture all interactions and ticket resolutions within our ticketing system (ServiceNow) to aid trending and continual service improvements.
• Categorize tickets based on ITIL principles (Incidents and Service Requests).
• Take ownership of customer issues and ensure tickets are resolved in a timely manner.
• Troubleshoot issues remotely, which may include work with laptops, desktops, Macs, monitors, docking stations, mobile phones and printers.
• Manage daily activities, including backup services, raising and resolving backup issues.
• Resolve a high volume of calls at first point of contact.
• Escalate tickets to deskside support teams when a remote resolution is not possible.
• Review and implement user, server and network change requests.
• Follow high severity and major incident procedures.
• Collect necessary information to elevate tickets to the relevant support teams when necessary.
• Contribute to the knowledge base when new work instructions or fixes are identified, ensuring the information is customer specific or generic as appropriate.
• Be familiar with Intune device management.

Requirements

• Good technical understanding and experience.
• Able to cope with multiple problems calmly and professionally.
• Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
• Good verbal communication skills.
• Work well in a team and enjoy helping others.
• Friendly and approachable.
• Precision, professionalism, perfectionism, flexibility, passion for new technologies and a pragmatic approach.
• Flexibility in working hours is vital; you will be required to work in a rotating shift pattern.
• Occasional travel to customer sites in the UK and Ireland may be required.

Desirable

• Working knowledge of ITIL processes.
• Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server.

What's in it for you

Accenture offers a competitive basic salary, 25 days' vacation per year, private medical insurance, and 3 extra days of leave per year for charitable work of your choice. Flexibility and mobility are required to deliver this role; you may need to spend time onsite with clients and partners.

Location

Glasgow

Equal Employment Opportunity Statement

Accenture is an equal opportunities employer and welcomes applications from all sections of society. It does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital or domestic or civil partnership status, gender identity, sexual orientation or any other basis protected by applicable law. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Closing Date for Applications: 25/02/2026