Senior Service Desk Engineer

• Work location: Sheffield (Hybrid)
• Salary: Up to £33,500
• Must be eligible for SC Clearance (UK resident for the last 5 years) Willingness to undergo NPPV2 clearance

Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high performing people who enjoy and thrive on thinking outside the box. 

Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and add to our skills and experience as we see Littlefish grow. 

So, if this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people- we would love to hear from you.

The role and what you’ll be getting up to on a day-to-day basis:

Littlefish is seeking a Senior Service Desk Engineer to come and join our growing Service Desk team.

As the Senior Service Desk Engineer, you will report into the Service Desk Team Leader. Your main duties will include providing effective technical support to Littlefish contract customers as well as a senior escalation and contact point to improve the quality and service provided by the POD. You will also aid the Team Leader with technical advice and coaching to ensure successful management of the Service Desk.

Key Responsibilities: 

• Leadership: Set behaviour standards, provide guidance, and support knowledge transfer during onboarding.
• Incident Reduction: Investigate recurring incidents, implement automation solutions, and collaborate on service improvements.
• Mentoring: Mentor junior team members, deliver training plans, and provide coaching.
• Quality Assurance: Conduct quality checks, ensure correct templates, and maintain troubleshooting standards.
• Ticket Management: Manage tickets, monitor breach status, and ensure resolution within SLA.
• Knowledge Management: Manage and update knowledgebases, write documentation, and close knowledge gaps.
• Escalation Point: Handle aged tickets, quality issues, urgent escalations, and customer feedback.

What are we looking for in the successful candidate?

• Evidence of ongoing learning and development.
• Previous experience demonstrating leadership.
• Experience writing technical documentation.
• Strong problem-solving skills.
• Experience in quality checking.
• Understanding of telephony platforms.
• Knowledge of ITSM tools (e.g., Heat, ServiceNow).

What we can offer you: 

• Referral Bonus – Earn £1000 when you refer a friend to join us!
• Endless Learning – Get access to LinkedIn Learning with over 16,000 expert-led tutorials to help you grow your skills and reach your personal and professional goals.
• Healthcare Cash Plan – Includes online GP appointments, 24/7 access to qualified counsellors, and cashback on a range of general healthcare services.
• Casual Dress Policy – Come as you are.
• Company Pension Scheme – Plan for the future while living in the present.
• Social Events – From team outings to company-wide celebrations, we know how to have fun!
• 25 Days Annual Leave + Public Holidays – More time to relax and recharge.
• Purchase & Sale of Annual Leave – Need extra days off? We’ve got you covered.

Life at Littlefish: 

Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart, is very important as we see Littlefish grow.

I am High Performing- I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.

I am Passionate- We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.

I Have a Can-Do Attitude- I am not afraid to step outside my comfort zone, we are not afraid to challenge status quo, we get stuff done!

So, if you feel like you can make a tangible difference, apply today, and join us on this journey.

• Closing date: 17/10/2025
• Shortlisting date W/C:20/10/2025
• Interviews W/C: 27/10/2025
• Interview feedback W/C: 03/11/2025