Service Desk Engineer

About the role

Morrison is seeking a Service Desk Engineer to deliver consistent, high‑quality IT support across its global offices. The role operates within an ITIL‑aligned framework, handling incidents and service requests via the IT Service Portal.

Key responsibilities

• Manage, triage, resolve and escalate incidents and service requests in line with SLAs.
• Provide first‑ and second‑line remote and onsite support for Windows 11 devices, Microsoft 365 applications, peripherals and workplace technology.
• Configure, deploy and maintain end‑user devices, including hardware replacements, rebuilds and lifecycle tasks.
• Support meeting rooms, Teams Rooms and AV technology, troubleshooting connectivity, display and audio issues.
• Perform controlled‑access activities such as password and MFA resets, and escalate identity or security matters.
• Maintain accurate ticket notes, contribute to knowledge articles and identify recurring issues for problem management.
• Collaborate with global Service Desk Engineers to ensure consistent coverage.

Required profile

• Experience in IT support, service desk, desktop support or end‑user computing.
• Strong troubleshooting skills across Windows 11, peripherals, Microsoft 365 and workplace technology.
• Customer‑focused, organized and clear communicator, both written and verbal.
• Ability to work independently onsite while following defined processes and escalation pathways.

Required skills

• Windows 11
• Microsoft 365
• Intune
• Autopilot
• Jamf
• Teams Rooms
• AV support
• ITIL Foundation (preferred)
• Microsoft MD‑102 (preferred)
• CompTIA A+ (preferred)