IT Service Desk Engineer

Salary: £30,000 - 30,000 per year

Requirements

• Previous experience delivering 1st and 2nd line support in a secure or structured service environment.
• Strong diagnostic capability with proven ability to achieve first-time fix.
• Solid understanding of Windows, Microsoft enterprise tooling, networking basics, and device troubleshooting.
• Familiarity with ITIL processes.
• Excellent communication and stakeholder-management skills.
• Comfortable working onsite full-time in a high-assurance environment.
• A sole UK national.
• Eligible to obtain and maintain UK Government SC-level clearance.

Responsibilities

• Act as the first point of contact for users, delivering 1st line triage, investigation, and resolution across devices, operating systems, applications, and secure services.
• Provide 2nd line support involving deeper technical analysis, hands-on troubleshooting, and root-cause identification where required.
• Aim to achieve first-time fix wherever possible to improve service efficiency and minimise escalations.
• Escalate effectively to 3rd line resolver teams when specialist intervention is required.
• Log, categorise, and manage all incidents, service requests, problems, tasks, and changes using service management tooling.
• Maintain accurate recordkeeping and ensure timely updates, following Incident and Request Management workflows.
• Work within agreed SLAs for response, diagnosis, and resolution.

Technologies

• Support
• ITIL
• Network
• Security
• Windows

More

At MASS, service excellence is central to our mission. We deliver dependable, high-quality services that support national security, drive efficiency, and continuously evolve, fostering innovation and scalability in our approach. We are looking for a Service Desk Engineer to provide high-quality 1st and 2nd line support to a secure network user community, based at our Cambridgeshire Head Office in a full-time onsite position within a high-assurance environment. We offer a comprehensive benefits package including 25 days annual leave, two pension schemes, private medical and dental insurance, and continuous professional development support.

last updated 14 week of 2026