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IT Service Desk Engineer

Group services
Hartlebury, Worcestershire, UK
Reporting to:
IT Service Desk Lead


To provide support and assistance across the business and to administer our expanding IT & Communications infrastructure across DRPG. Working in a predominantly Microsoft environment you will be able to assist in the technical support and problem resolution for all team members.

Principle duties - Service desk engineer

  • Providing 1st/2nd line investigation and diagnosis.
  • Resolve hardware and software faults.
  • Logging, resolving, and updating all incident/service request tickets, allocation categorisation and prioritisation codes.
  • Prioritising and management of workload and tasks, working within SLA’s.
  • Escalating incidents/service requests that cannot be resolved within the agreed timescale.
  • Conducting customer/user satisfaction call backs/ surveys as agreed
  • Collaborate as a team collectively.
  • Managing the onboarding and off boarding user management.
  • Creating and updating knowledgebase articles (solutions)
  • Install, maintain & support PC’s, MAC OSX, laptops, workstations, PDAs, tablets, telephony system, printers, and other peripherals.
  • Purchasing, building, and deploying hardware across the business.
  • Monthly multi office visits to assess network and provide on-site support when required.
  • Maintain awareness of current appropriate technologies used by users and within our industry.
  • Working with the system support team to carry out troubleshooting and project work.
  • Undertaking day to day support tasks in accordance with agreed processes and procedures
  • Patch management, backup maintenance, along with daily check-ups.
  • Creating and managing service requests and solutions

This list is not exhaustive, and you will be expected to work flexibly and undertake other such duties as the management may from time to time reasonably require.

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  • 3+ Years in a service desk environment, providing 1st/2nd line support.
  • Understanding of operating systems, networking, server, monitoring, storage, O365 and Azure.
  • Knowledge of ITIL Methodologies with ITIL Foundation understanding
  • Service Level Management
  • Knowledge of ISO27001:2013 and Cyber Essentials standards preferred but not essential


  • Good communication skills at all levels
  • Good problem-solving and analytics skills
  • Attention to detail
  • Good knowledge of mobile technologies, fixed telephony, switches, routing, structured cabling


  • Willingness to consistently provide high levels of customer service
  • Positive attitude towards challenging situations and multi-tasking
  • Excellent time management skills
  • Self-motivated with the ability to work individually and as part of a wider team
  • Willingness to learn new skills and develop existing ones
  • Must be committed to making ‘anything possible’ with a ‘can do’ attitude

Other requirements

  • Able to travel throughout the UK and overseas
  • Driving licence

Data Security

At all times you must work within the guidelines set out in the DRPG Information Security Policy and your Employee Confidentiality Agreement. Failure to do so may be treated as gross misconduct.

Further notes

The role will be based primarily in our Worcestershire head office. There will be times when this role will require you to work from the company’s other offices. You will be expected to work flexibly and undertake other related commercial duties both in the UK and overseas as the company may from time to time reasonably require.

At all times you must work within the guidelines set out in DRPG Health & Safety Policy and Employee Manual.

The company

Established in 1980, we're one of Europe's most experienced and largest, fully integrated, award winning communications agencies. From the strategic communication consultancy, to our complete in-house production facilities for digital media, video, events & print, we deliver to companies of all sizes that span
a wide range of markets.


DRPG is an equal opportunities employer.

Like what you see? Let’s work together!

Give us a call on:  0207 937 8057  or email us today on:  anythingspossible@drpgroup.com

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