Service Desk Engineer 

Key Highlights:

• Job Title: Service Desk Engineer 

• Location: Gateshead, office based 

• Reporting to: Infrastructure Manager

• Basic Salary: £30,000 - £35,000 depending on experience

About Us 🗯️

SaleCycle powers campaigns for some of the world’s most recognisable brands. We help 500+ enterprise-level clients worldwide to optimise their online conversions through traffic retention and abandoned sales recovery.

You’ll find our HQ in the North East of England, founded in 2010, but since then, we’ve been on an exciting growth journey with employees also based in France.

We leverage the latest tech and innovation to shape our products and deliver results. Our modern event-driven microservices architecture runs on AWS, and we embrace Golang as our preferred backend language for new services. All of this wouldn’t be possible without our people—that’s why they’re at the heart of everything we do.

Our Values ✨

At SaleCycle, we care about people—it’s our top priority. We prioritise well-being, growth, and innovation, continuously pushing boundaries as a team and a company.

• Continuous Innovation: Collaborate, innovate, and celebrate!

• Premium Execution: Excellence Delivered Every Time!

• High Curiosity: Embrace your inner child—ask why and listen!

• Proactive Collaboration: United, we work together and lead the way!

• Ultimate Passion: Infuse passion into every action!

Job Summary:

The SaleCycle Service Desk supports the hardware and core software that enables our employees to perform their roles effectively. Serving staff globally, we are seeking a proactive and experienced Service Desk Engineer to join our team.

Our Service Desk supports employees across Gateshead, Paris, and remote locations. We are looking for a skilled Service Desk Engineer to be based in our Gateshead office, with occasional in-person support visits to our Paris office several times a year.

The role is in our Technology Team, and is supported by our Cloud Engineer, who supports when there is a peak of work. Aside from that we are looking for someone to proactively own and improve the service desk function, be that with new tools, processes or approaches.

This role speaks to everyone from CEO to new starter, so we are looking for someone approachable, friendly, hardworking, personable, knowledgeable, and experienced who sees a raised ticket as an opportunity to support someone, not as an interruption.

In this role, you will:

• Be responsible for the entire lifecycle of SaleCycle staff-issued equipment across both Windows and MacOS, managed by InTune and Jamf

• Support small estate of other equipment - Meraki Networking equipment, video conferencing (Chromebox), Office Printer for basic print/scan queries

• Process joiners, movers and leavers in relation to their required access and equipment, whilst ensuring the IT asset register is maintained in accordance with the Assessment Management Policy (SnipeIT)

• Perform scheduled checks relating to Information Security as determined by the Infosec team (e.g. Antivirus, Encryption, Patching and Software Management)

• Support staff through responses to Service Desk support tickets, whilst adhering to SaleCyle’s Policies and Procedures (FreshDesk)

• Continually evolve standards, processes and KPIs for the Service Desk in conjunction with key stakeholders and ensure they are met

• Support staff members split across Gateshead, Paris and Remote

• Support with Google Workspace queries

• Procure and be the business owner Service Desk software

• Support on a best endeavours basis queries and problems from software that is not owned and managed by the service desk

• Support for internal and external ISO audits of our estate and GDPR requests as needed, reporting any non-conformances as they occur

Essentially, you will:

• Demonstrate integrity in the handling of confidential tasks

• Demonstrate strong organisation and prioritisation skills to balance competing tasks when busy, whilst completing scheduled tasks on time

• Demonstrate proactivity in picking up change, improvement, or learning tasks (supporting the infrastructure or infosec team) when not busy

• Have strong second line Service Desk experience, with the ability to be self managed and work independently, while dealing with competing priorities

• Have strong knowledge of Office 365, Google Workspace, Windows and MacOS

• Have strong experience of supporting WIFI, and aware of basic networking principles such as networks, subnets, switches and routers

• Have good experience with common Service Desk processes

• Be flexible and willing to travel on occasion to other offices, should it be needed

• Be security minded

• Be based full-time in the Gateshead office