Overview

ROLE TITLE: IT Service Desk Engineer

REPORTING LINE: The IT Service Desk Engineer will report to the Head of IT

DEPARTMENTAL OVERVIEW:

The IT Department at Artemis Technologies is responsible for all internal systems, support, and service delivery across the organisation — including office, workshop, remote, and on-vessel staff. With 200+ users across time zones and increasing 24/7 support expectations, the Service Desk is the first point of contact for all technology issues.

Responsibilities

• Act as the first point of contact for IT support requests via the service desk platform, email, or in person.
• Manage and triage the support queue, ensuring incidents are prioritised and resolved in line with SLAs.
• Deliver high-quality technical support for end-user issues across Windows, Microsoft 365, printers, mobile devices, and networks.
• Support onboarding/offboarding tasks, including device setup, license assignment, and user account management.
• Maintain user-facing documentation, onboarding guides, and IT usage policies to ensure consistency and self-service.
• Provide input on support trends and recurring issues to help shape future planning and investment.
• Communicate effectively with staff across the organisation, maintaining a positive and professional IT reputation.
• Assist with infrastructure or security projects under the guidance of the Head of IT and Senior IT Engineers.
• Provide second-line escalation for security or technical issues outside the scope of first-line resolution.
• Participate in team planning and contribute to cross-functional IT initiatives where appropriate.
• Provide occasional after-hours or weekend support if business-critical issues arise.

Knowledge and Specialist Skills

Education & Experience:

• 2+ years’ experience in IT support or helpdesk roles, ideally in multi-site or fast-paced environments.
• Familiarity with IT ticketing systems, SLAs, and support metrics.
• Experience with Microsoft 365 admin, Windows OS, Intune, and endpoint troubleshooting.
• Exposure to infrastructure or project work (e.g. Intune rollout, backup systems, device hardening) desirable.

Certifications (Desirable):

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation (v3 or v4)
• CompTIA A+ / Network+

Key Skills Required:

Technical Skills:

• Broad working knowledge of IT systems, Windows environments, and Office 365 services.
• Able to use initiative to resolve incidents efficiently, escalate appropriately, and reduce recurrence.
• Passionate about delivering a high-quality, service-driven support experience, while continuously seeking new ways to improve it.

Communication skills:

• Maintain a customer-focused, proactive and empathetic approach to resolving user issues and managing expectations
• Demonstrable ability of capturing complex requirements.
• Good report writing skills – clear, concise, and well structured.
• Articulate written, visual, and verbal communicator.
• Excellent listening, negotiation, and presentation skills.

Teamworking:

• Excellent relationship management skills with the ability to engage, negotiate and resolve.
• An appreciation of, and an ability to, positively resolve issues arising from different cultures.
• Ability to relate well to others, and build co-operative and collaborative working relationships, both internally and externally.
• Ability to guide and support junior staff with training, documentation, and feedback.

Organising and Time Management:

• Results orientated with ability to plan and deliver against project deadlines.
• Ability to coordinate with other departments and flag issues.
• Flexibility to pivot direction quickly to meet deadlines whilst focusing on multiple deliverables simultaneously, all while ensuring service desk operations run smoothly.
• Dedication to completing tasks in high quality and timely manner with an ability to predict complex project timelines.
• Uses initiative to resolve incidents efficiently, escalate appropriately, and reduce recurrence.
• Able to manage multiple priorities and ensure service desk operations run smoothly

Life at Artemis Technologies

At Artemis Technologies, you will not just be starting a new job — you’re joining a passionate team. Everything we do is driven by our purpose and mission: to decarbonise high-speed maritime transport and lead the RACE towards a sustainable future. We CARE for our planet, and our people, who are helping us protect it — that includes you.

At the heart of our culture are four core values that connect us, shape the way we collaborate, and guide the meaningful impact we strive to make together:

We are Accountable:You’ll be trusted to take ownership, face challenges head-on, and contribute to meaningful solutions. We value people who are committed, prepared, and take pride in getting things done right.

We are Responsible:Integrity, honesty, and respect are at the core of how we work. You’ll be part of a team that supports each other, follows through, and always strives to do the right thing — for each other and for the planet.

We are Entrepreneurial:We think big, stay curious, and welcome new ideas. You’ll be encouraged to innovate, question the norm, and go the extra mile — because progress demands bold thinking and practical action.

We are Collaborative:You’re joining a high-energy, friendly team that believes in the power of working together. We build trust, lift each other up, and share success as one team.

Work is just one part of life here. We’re proud to foster an inclusive culture where everyone can thrive—and have fun along the way. From team socials and wellness activities to events for you and your family, we make time to enjoy the journey, build real connections, and celebrate what matters most.

We’re proud of what we do — and even more proud of how we do it, together, building a more sustainable future, one wave at a time.

Remuneration

Artemis Technologies Ltd offers a competitive salary commensurate to the successful candidate’s experience, plus a comprehensive benefits package which includes:

• Private Medical Insurance.
• Health Cashback Plan.
• Group Income Protection
• Stakeholder Pension.
• Sponsored Translink annual travel card loan scheme.
• Cycle to Work scheme.
• Electric Vehicle scheme.
• Life Insurance (3 x salary)
• Employer Assistance Programme.
• 22 days holiday plus 13 public/bank/closure holidays (pro-rata).You will also accumulate up to 5 service – related holidays over your first five years of employment.
• Regular social events (staff and family).

Equal Opportunities

Artemis Technologies is an equal opportunities employer and therefore is committed to promoting diversity and equality of opportunity and does not discriminate, whether on grounds of race, gender, sexual orientation, gender re-assignment, disability, age, class, religion or belief, community background or passport held. These principles underpin our professional behaviour and are embedded in our policies, procedures, day-to-day practices, and external relationships. We therefore welcome and encourage job applications from a fully diverse range of candidates.

We monitor the community background and sex of our job applicants and employees in order to demonstrate our commitment to promoting equality of opportunity in employment and to comply with our duties under the Fair Employment & Treatment (NI) Order 1998. If you do not answer the related application questions, we are encouraged to use the residuary method of making a determination, which means that we can make a determination as to your community background on the basis of the personal information supplied by you in your application form.

Note: If you provide these details you are obliged to do so truthfully as it is a criminal offence under the Fair Employment (Monitoring) Regulations (NI) 1999 to knowingly give false answers to these questions.

Privacy

We are committed to protecting the privacy and security of your personal information as per the terms of our Privacy Policy, available on request from Artemis Technologies Ltd.

Skills

• Microsoft 365 admin
• Windows OS
• Intune
• IT ticketing systems
• SLAs
• Microsoft 365 Certified
• ITIL Foundation