Service Desk Engineer - 24/7

About the role

The Service Desk at Jigsaw24 is the first point of contact for our Managed Services customers. As a Service Desk Engineer, you will play a key role in providing technical support for a wide range of incidents and service requests across Apple, Microsoft, and Android technologies. You will assist customers through various channels, including phone, email, and live chat.

Reporting to the Service Desk Team Leader, your primary focus will be to ensure high-quality customer service by swiftly diagnosing and resolving issues, aiming to resolve incidents on the first contact when possible. You will work within the customer’s contracted SLAs to ensure that all issues are addressed efficiently and effectively.

This position is part of a 24/7 Service Desk operation, and as such, you will work on a continental shift pattern to support around the clock coverage. The initial training period will take place onsite at our Nottingham office for approximately 6 to 8 weeks, running from 8:30 a.m. to 5:00 p.m., Monday to Friday. Following the completion of training, you will transition to a 24/7 continental shift pattern, which includes a combination of day, night, and weekend shifts, in line with the operational needs of Jigsaw24. Occasional adjustments to your schedule may be required to accommodate additional training or business requirements.

Key duties and responsibilities are:

Incident & Request Management: Handle incidents and requests in accordance with Jigsaw24’s Case Management Process and ITIL best practices.

SLA Compliance: Ensure all incidents and requests are acknowledged and responded to within the agreed Service Level Agreement (SLA).

Customer Communication & Expectation Management: Deliver clear, professional responses to incidents and requests, ensuring consistent communication throughout the customer's support hours. Set realistic expectations by clearly outlining timelines and next steps, keeping customers informed as incidents and requests progress to a resolution.

Process Adherence & Issue Resolution: Stay up to date with internal processes, regularly review knowledge articles and online resources, and collaborate with team members to deliver first-time fixes whenever possible.

Escalation Management: When necessary, escalate incidents and requests to internal resolver teams or external parties, ensuring effective collaboration until resolution.

Knowledge Base Contribution: Contribute to the growth and accuracy of the Service Desk Knowledge Base by submitting new articles and identifying areas of missing or incomplete information

Education, Skills & Experience:

• Customer Service Excellence: Demonstrate empathy, active listening, and a polite, professional telephone manner when interacting with users.
• Incident & Request Management: Proven experience handling incidents, requests, or cases within an ITSM toolset, such as ServiceNow.
• Apple Device Management: Experience with Jamf Pro and/or Jamf School, including managing Smart and Static Groups, deploying apps, renewing DEP, VPP, and APNS certificates. Familiarity with policies and configuration profiles.
• macOS & iOS Troubleshooting: Strong experience in diagnosing and resolving hardware and software issues on macOS and iOS devices.
• Windows Troubleshooting: Experience in troubleshooting hardware and software issues on Windows 10 and 11 systems.
• Microsoft Systems: Hands-on experience with Active Directory (Azure and On-Prem) and Microsoft 365 (Exchange Online, Teams/SharePoint Admin Centre).
• Intune Management: Experience using Microsoft Intune for Device enrollment, App deployment and Device configuration

Mandatory requirements:

• Work well under pressure, have excellent time management skills and the ability to multitask.
• Strong diagnostic approach, demonstrating attention to detail and effective fault-finding.
• Maintain professional standards of quality of work, personal presentation, and personal conduct, projecting a professional image at all times.
• Punctual, tenacious. Demonstrate perseverance and use of initiative when either working alone or as part of team.

Who are Jigsaw24

We put people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.

We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here

Benefits at Jigsaw24

You will receive a wide range of benefits working at Jigsaw24 including:

• 26 days holiday
• Health cover including access to GP anytime, annual reimbursements for optical and dental, to name a few, as well as counselling and wellbeing services
• Cycle2work
• Travel to work loan
• Free on-site parking
• Staff purchase scheme on fantastic Apple products and more
• Unlimited bistro coffee and tea facilities
• Enhanced family-friendly policies
• Pension scheme
• Electric Vehicle scheme
• Life cover

We are always on the lookout for hungry people who want to realise their potential. It’s not just about filling existing vacancies – it’s about what you can achieve. As a business, we never stand still.  We encourage our people to follow their path and help us improve how we all work. To find out more, please visit our “about us” section on our website by clicking here

From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we’re determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.