Job Description

New Role

Job Title:

Service Desk Engineer

Location

: Newcastle Upon Tyne

Salary

:27,000 + Benefits Mon-Fri 09:00 - 17:00

Overall, Purpose:

Provide global IT support that keeps Hubexo colleagues connected, secure, and productive. Youll diagnose and resolve support requests, deploy and maintain IT assets, and ensure systems are up to date and protected from cyber threats. Youll be required to support both remote and hub based employees.

Principal Job Responsibilities:

Take ownership of support requests and see them through to resolution using remote tools, desk-side assistance, or phone support. Operate as part of a global support function, ensuring consistent service across all regions. Log, categorise, prioritise, and manage all incidents and requests accurately in the ticketing system. Configure and deploy user IT assets including laptops, desktops, mobile devices, and software. Maintain asset inventory and ensure all hardware and software are updated and secured. Apply security updates, antivirus, and malware protection within agreed timescales. Collaborate with the Infrastructure team on complex issues and share solutions. Contribute to the self-help and knowledgebase library with process guides and resolutions. Transport and prepare IT assets as required to ensure users remain operational. Deliver a high standard of customer service, following agreed service management principles. May on occasions be required to travel to other hubs to assist with onsite issues or relocations.

Key Performance Indicators:

Support tickets resolved within agreed timescales and user satisfaction targets achieved. New assets deployed on schedule and fully operational. All user assets updated and secure against cyber threats. Asset register maintained and verified regularly. Knowledgebase content accurate, up to date, and used consistently.

Qualifications & Experience: (E Essential; D Desirable)

Strong communication skills with the ability to engage users at all levels.E

Proven problem-solving ability and logical approach to troubleshooting.E

Excellent technical understanding of hardware, software, and cloud applications.E

Hands-on experience with Microsoft Windows, Office 365, and desktop technologies.E

Familiarity with ITIL processes or equivalent service management frameworks.D

Knowledge of Microsoft Active Directory and Intune desirable.D

Awareness of video conferencing tools and collaboration platforms.D

Demonstrated customer service experience in a fast-paced environment.E

Team player who shares knowledge and supports colleagues to resolve issues.E

Ability to work independently on project workE

Working Relationships:-

Internal:Reports to: Head of Service Desk

Liaises with: Global IT support team

External:3rd party vendors & suppliers

MISSION & VISION

By using our unique data, insights and software solutions, our customers in the construction industry will sell more, improve efficiency and build more sustainability combining our research expertise, industry knowledge and artificial intelligence. Our Vision is to connect the construction market to help the world build better.

VALUES

Dream Big

Embrace ambitious goals and strive to exceed expectations, every day.

Thrive Together

Collaborate, communicate, and celebrate success.

Own It

Take Ownership of your work and empower yourself to make a difference

Do the right thing

Stand firm in your values and let integrity guide your actions at every turn