About this role
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. 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