Service Desk Engineer – Roc Technologies Limited, Thurso

Full Time

Roc Technologies is one of the UK’s fastest-growing and capable Transformation Services Providers and we empower organisations in the public and private sectors to accelerate business and technology change.

We are looking for a Service Desk Engineer to join our dynamic IT team! You will be working as part of the front line team providing top-notch support, troubleshooting, and ensuring a seamless IT experience. Our Service Desk Engineer will be responsible for ensuring that all incidents and service requests are recorded, and initial triage and resolution is carried out within service level agreements (SLA’s).

Core responsibilities:

  • Log emails, queries, and faults in Service Now and either deal with them as a first-call fix or pass the Incident or Task to 2nd, 3rd Line. 
  • First call fixes – Password Resets, Advice Given. 
  • Administer User accounts – Disable, Delete accounts leavers. 
  • Answer and Transfer switchboard calls. 
  • Produce and Update ServiceDesk Work Instructions and Procedures. 
  • Manage the ServiceDesk mailbox and relevant Call queues to ensure that SLAs are met. 


  • 1 -2+ years of full-time work experience required within a customer support/service desk environment or similar roles
  • Good working knowledge of Office 365 including Teams
  • Excellent understanding of Apple ios hardware (iphones and ipads)
  • Active Directory user administration

Attributes we’re looking for:

  • Easy-going, and personable – enjoys working in a face-to-face environment with the client.
  • Focused and able to work within a team and independently. 
  • Analytical with strong attention to detail
  • Ability to work to tight timescales without sacrificing quality.
  • Professional and diligent
  • Flexible, resilient, and tenacious – able to demonstrate ownership of issues and service excellence. 
  • Proficient in managing tasks and following through in a detailed and organised manner

Roc Technologies is an equal opportunities employer, if you feel you meet the skills outlined in the job specification, we would love to hear from you.

To apply, please send your CV and cover letter to Jas Virdee at Jas.Virdee@roctechnologies.com.

Tagged as: North Highlands