We''re looking for a Service Desk Engineer to join a growing team supporting high-profile defence customers. This is a hands-on, customer-facing role where you''ll be responsible for providing 1st and 2nd line support, resolving technical issues, and ensuring a high level of service delivery.This isn''t a traditional ticket-only environment - you''ll be expected to take ownership, engage directly with users, and drive issues through to resolution.Responsibilities:Acting as the first point of contact for customer queries (phone, email, portal)Providing 1st and 2nd line support across hardware, software and systemsTroubleshooting and resolving technical issues end-to-endManaging incidents, service requests and problem ticketsKeeping customers updated and maintaining strong relationshipsEscalating complex issues where needed, while retaining ownershipSupporting system monitoring and service performanceCreating and maintaining documentation and knowledge articlesContributing to service improvements and identifying recurring issuesSupporting change, release and deployment activitiesRequirements:Experience in a service desk or technical support role (L1/L2)Strong customer-facing skills and confidence handling calls directlyExperience working in defence or MOD environmentsKnowledge of Electronic Warfare (EW) or similar highly desirable (eg backgrounds in Royal Navy, 14 Signals Regiment)Ability to take ownership of issues and drive them to resolutionAwareness of ITIL processes (ideal