ITVET Technology Solutions

Engineer

• Act as the highest technical escalation point within the Service Desk
• Resolve complex and non-standard issues that cannot be resolved by lower technical tiers
• Act as a technical authority for Change Requests and Technical Validations
• Ensure changes meet ITVET’s technical standards, are risk assessed, and are fit for purpose before implementation
• Take ownership of major incidents, driving investigation, resolution, communication, and root cause analysis
• Provide technical guidance, mentoring, and support to all levels of the service desk
• Maintain exceptional customer service standards during high-pressure or business-critical situations
• Identify recurring issues and contribute to problem management, root cause analysis, and long-term fixes
• Improve processes, documentation, standards, and technical quality across the Service Desk
• Represent ITVET’s values, professionalism, and technical excellence in client interactions
• Report to the Service Desk Team Lead

Senior Service Desk Engineer