Desktop Support Engineer – Newcastle

About the role

Datacom is seeking a Desktop Support Engineer to deliver end‑user services to its customers across the Newcastle area. You will provide hardware and software support, remote assistance, and equipment deployment while ensuring high customer satisfaction.

Key responsibilities

• Provide technical support in a fast‑paced environment, prioritising customer satisfaction.
• Assist new users with hardware collection, setup and configuration.
• Prepare laptops, mobile phones and other equipment for deployment.
• Record all customer interactions in the designated ITSM tool.
• Maintain service commitments and update customers on progress.
• Deliver services in line with SLA targets using appropriate tools and processes.
• Proactively manage and maintain customer infrastructure as directed.
• Identify and drive service and process improvements.
• Follow ITIL best‑practice methodologies, including change and release management.

Required profile

• Strong customer‑focused attitude with proven end‑user service experience.
• Ability to prioritise work to meet SLA requirements.
• Excellent verbal and written communication, able to explain technical information clearly.
• Self‑motivated with good time‑management and the ability to work autonomously.

Required skills

• Laptop and desktop PC hardware support.
• Printer, media and audio‑visual equipment knowledge.
• BYOD and mobile device management.
• Experience with ITSM tools.
• Understanding of ITIL processes (change, release).
• Remote support and software deployment.

What we offer

• Dynamic, agile environment with a flat structure.
• Opportunities for career growth and professional development.
• Flexible working options, including remote work and flexi‑hours.
• Social events, chill‑out spaces, and health‑insurance discounts.