Service Desk Engineer
roctechnologies· Dounreay
About this role
IT Service Desk Engineer (1st Line Support)
Location: Thurso fully on-site (5 days per week)
Hours: Monday–Friday (07:30–15:45 or 08:00–16:15)
About the Role
We are looking for a Service Desk Engineer to join our Managed Services team onsite in Dounreay. This is a customer-facing, hands-on support role where you will act as the first point of contact for IT issues, resolving the majority of incidents at first contact.
You’ll be part of a collaborative team delivering high-quality IT support to end users, ensuring a seamless service experience in a fast-paced environment.
What You’ll Be Doing
- Acting as the first point of contact for IT support queries (phone, email, ticketing system)
- Logging, triaging and resolving incidents using ServiceNow
- Troubleshooting hardware, software, access and connectivity issues
- Managing user accounts (password resets, access requests, onboarding/offboarding)
- Supporting IT equipment, including desktops, laptops and peripherals
- Maintaining a high first-time fix rate (target ~80%)
- Escalating complex issues to 2nd line support where required
- Updating tickets and documentation in line with ITSM processes
- Building strong relationships with end users, including senior stakeholders
What We’re Looking For
Essential:
- Excellent customer service and communication skills
- Basic IT support/troubleshooting knowledge
- Strong problem-solving ability and willingness to learn
- Ability to work on-site full-time
- Must be eligible for Security clearance
Desirable:
- Experience with ServiceNow or similar ITSM tools
- Exposure to Microsoft 365, Azure or Active Directory
- Understanding of ITIL-based support environments
- Full UK driving licence
About You
- Early-career IT professional or from a strong customer service background
- Personable and confident in dealing with users face-to-face
- Proactive, organised and able to manage multiple tasks
- A team player who takes ownership of issues through to resolution
Frequently Asked Questions
Is the salary disclosed for the Service Desk Engineer position at roctechnologies?
The salary for this Service Desk Engineer role at roctechnologies is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Desk Engineer position at roctechnologies located?
This Service Desk Engineer role at roctechnologies is based in Thurso, Highland, United Kingdom. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Service Desk Engineer role at roctechnologies full-time or part-time?
This is listed as a Full Time position. It is posted as a Service Desk Engineer role in the Dounreay department at roctechnologies.
Which team or department does the Service Desk Engineer at roctechnologies belong to?
This Service Desk Engineer position is part of the Dounreay department at roctechnologies. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Service Desk Engineer position at roctechnologies?
Click the "Apply Now" button on this page. You will be redirected to roctechnologies's official application portal hosted on bamboohr where you can submit your application directly.
When was the Service Desk Engineer job at roctechnologies posted?
This Service Desk Engineer position at roctechnologies was posted on Jun 2, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Desk Engineer
roctechnologies
You'll be redirected to roctechnologies's official application page on bamboohr.