Overview
We are looking for a dependable and customer focused Service Desk Engineer to join our Service Desk function.
This role sits at the front line of CYAN’s service delivery model. You are often the first point of contact for our customers and therefore play a central role in shaping their experience with us. Your work directly influences confidence, stability and trust.
The Service Desk Engineer is responsible for delivering consistent, structured first line support across our managed services. You will resolve incidents and service requests within your defined scope, follow established processes with confidence, and ensure clear communication throughout the lifecycle of each ticket.
This is not a reactive or improvisational role. It is built around stability, clarity and dependable execution. You will operate within a defined service management framework, escalate appropriately when required, and contribute to a predictable and well organised service environment.
The position also participates in a rota that provides out of hours support coverage, including evenings and weekends, ensuring customers continue to receive dependable service when required.
Above all, you will help ensure that our customers experience calm, structured ownership rather than noise or uncertainty.
Key Responsibilities
Front Line Service and Customer Experience
- Act as a primary point of contact for customers, providing professional and reassuring support across incidents and service requests
- Take ownership of tickets within your defined scope, ensuring clear updates and steady communication from initial contact through to resolution or escalation
- Deliver support in a way that reflects CYAN’s values of clarity, responsibility and calm delivery
- Ensure customers understand what is happening, what is being done, and what to expect next
Incident and Request Management
- Diagnose and resolve first line incidents and service requests efficiently and consistently
- Follow defined incident, request and escalation processes with discipline and confidence
- Accurately log, categorise and document all activity to maintain visibility and control within the Service Management System
- Escalate complex or out of scope issues to Technical Services in a structured and timely manner, providing clear handover information
- Contribute to reducing repeat demand by identifying patterns and raising recurring issues appropriately
Service Stability and Process Discipline
- Maintain quality and consistency in all routine responsibilities, requiring minimal supervision for standard work
- Operate within defined service levels and performance expectations, contributing to overall Service Desk performance
- Support joiner, mover and leaver processes in line with documented standards
- Adhere to CYAN’s policies, controls and frameworks, including proportionate alignment with ISO and information security requirements
Team Contribution and Continuous Improvement
- Contribute to team stability by supporting colleagues and sharing knowledge within your defined area
- Participate in team meetings, service reviews and improvement discussions where appropriate
- Highlight opportunities to improve clarity, reduce unnecessary effort and strengthen front line service delivery
- Maintain professional development within your defined scope to remain fully productive and confident in your responsibilities
Additional Responsibilities: Information Security
As part of this role, you are expected to follow and uphold CYAN’s Information Security Management System in line with ISO requirements. This includes adhering to documented processes, protecting the confidentiality and integrity of customer information, and reporting potential risks or incidents in accordance with established procedures.
Required Skills and Experience
- Proven experience in a first line Service Desk or Helpdesk role within an MSP or IT services environment
- Strong working knowledge of Microsoft 365 environments, including user administration and common troubleshooting scenarios
- Experience handling incidents and service requests within a structured ticketing system
- Clear understanding of escalation boundaries and the importance of defined ownership
- Demonstrable ability to follow documented processes and maintain accurate records
- Experience communicating with users in a professional, calm and structured manner
- Comfortable working within defined service levels and performance expectations
Desirable
- Exposure to IT service management frameworks such as ITIL
- Experience working in an environment aligned to ISO or formal service management standards
Personal Attributes
- Dependable and consistent, delivering routine responsibilities independently within defined scope
- Calm and measured, particularly when handling customer queries or incidents
- Customer focused, with a genuine interest in creating clarity and reassurance
- Structured and disciplined in approach, comfortable working within established processes
- Comfortable escalating when required rather than overreaching technically
- Clear communicator who speaks plainly and avoids unnecessary complexity
- Accountable for your work and comfortable taking ownership of outcomes within your responsibility
- Committed to maintaining stability, quality and team cohesion rather than seeking individual recognition
Benefits
- Company Pension Scheme
- Life Assurance
- Private Healthcare
- Professional Growth Opportunities
- Generous Holiday Allowance (28 days including bank holidays, with additional days for continued service)
- Special Leave for birthdays and Christmas
- On-site Parking
- Volunteer Days
- Employee Assistance Programme
- Casual Fridays with complimentary breakfast and an afternoon beer
- Hybrid Working
Sound Like You?
Join #teamCYAN, where your work will directly contribute to a company that cares about accountability, people and long-term impact. This is your opportunity to truly make a difference, not just fill a role. If you're ready to roll up your sleeves and make your mark, we’d love to hear from you!
Who We Are
At CYAN, we support organisations that need more from their IT partner. Since 2004, we have helped clients bring clarity and structure to technology that has become critical to their day-to-day work, reducing pressure and helping them make confident decisions. The same principles guide how we work as a business, with a strong commitment to integrity, inclusivity, sustainability, and the values behind B Corp.
Diversity and Inclusion
We are committed to building a workplace where people feel respected, supported, and able to contribute fully. We welcome applications from people of all backgrounds and believe a broader range of perspectives leads to better thinking, better decisions, and a stronger team. We want everyone at CYAN to feel safe speaking openly, sharing ideas, and raising concerns. Our aim is to maintain an inclusive environment where people are valued for who they are and given a fair opportunity to do well.
How to Apply
If you'd like to join #teamCYAN, we'd love to hear from you.
Please complete your application via our recruitment portal:
https://hr.breathehr.com/v/service-desk-engineer-45668
Job Type: Full-time
Pay: £28,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Work from home
Application question(s):
- Successful completion of Apprenticeship within IT
Experience:
- IT service support: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Location:
- Waterlooville PO7 7YH (preferred)
Work Location: Hybrid remote in Waterlooville PO7 7YH
