Technical ServiceDesk Engineer

Technical ServiceDesk Analyst Location: Manchester Head Office 5 days on site Permanent Looking for a Service Desk Analyst with strong customer Service experience within a Product / Manufacturer organisation (electronics, AV, or IT equipment)

Role Purpose The Technical ServiceDesk Analyst contributes to the delivery of a high-quality, structured, and customer-focused service desk experience. Dealing with Technical tickets from customers Working as part of the Support Team, the role supports the ongoing development and optimisation of the desk software applications and tools, ensuring workflows, categorisation, automation, and reporting continue to meet operational needs. In addition to service desk responsibilities, the role supports product testing, documentation, and RMA investigations, providing a key link between customers, engineering, and product development. This ensures fast, accurate support, robust product validation, and continuous improvement across product lifecycle.

Skills & Experience Experience in a ServiceDesk and technical support, (electronics, AV, or IT environment) Excellent customer service experience Strong diagnostic and analytical skills, with the ability to break down complex technical issues into clear steps. Ability to communicate technical information clearly and confidently to both technical and non-technical audiences. Familiarity with ticketing systems and service desk tools. Experience writing technical documentation, manuals, or structured guides. Comfortable working across multiple workstreams and managing priorities in a fast-moving environment. Ability to work hands-on with hardware, tools, test equipment, and diagnostic software.

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