We’re working with a well-known, public-facing organisation to recruit a Senior Service Desk Engineer on an initial 12-month fixed-term contract.
Supporting an organisation of circa 2.5k IT end users across multiple UK sites, you’ll join a small and highly capable IT team providing hands-on 2nd line technical support across end-user computing, infrastructure, Microsoft technologies, business systems and telephony.
You’ll take ownership of more complex technical issues escalated through the Service Desk, troubleshooting through to resolution while working closely with infrastructure teams, application teams and third-party technology providers.
Alongside BAU support, you’ll contribute to a range of IT projects and improvement initiatives, including device deployments, upgrades and wider technology change.
Core Responsibilities
Provide 2nd line technical support across a broad Microsoft-based IT environment, taking ownership of incidents and service requests through to resolution
Troubleshoot and resolve more complex hardware, software, endpoint, Microsoft 365 and infrastructure-related issues
Manage escalated incidents within agreed SLAs, ensuring high standards of service and accurate documentation throughout
Log, manage and maintain incidents, requests and changes within ServiceNow
Administer Microsoft 365 and Active Directory, including user accounts, permissions, access and group management
Support the configuration, deployment and ongoing management of laptops, desktops, mobile devices and other endpoints
Troubleshoot Windows desktop and Windows Server-related issues
Diagnose basic networking and connectivity issues across DHCP, DNS and TCP/IP
Perform security administration and access-management activities
Support IT projects including laptop builds, deployments, upgrades and technology rollouts
Work closely with internal technical teams and third-party suppliers to resolve complex incidents
Identify recurring issues and contribute to problem management, documentation and continual service improvement
Maintain technical documentation and knowledge articles to support the wider IT function
Skills & Experience
Strong experience within a Service Desk, IT Support or 2nd Line Support environment
Good technical knowledge of Windows 10/11, Microsoft 365 and Active Directory
Experience supporting Microsoft Windows Server-based infrastructure
Previous experience using ServiceNow or a similar enterprise ITSM platform
Experience troubleshooting complex end-user hardware, software and connectivity issues
Experience configuring and administering laptops, desktops, mobile phones and tablets
Good understanding of networking fundamentals including DHCP, DNS and TCP/IP
Experience working within an ITIL-aligned environment, with knowledge of Incident, Problem and Change Management
Experience contributing to IT projects, deployments or technology rollouts
Strong troubleshooting skills with the ability to take ownership of technical issues through to resolution
Excellent communication skills and the ability to support users and stakeholders at all levels
A proactive, positive approach with the ability to work effectively within a busy and varied technical environment
London – Hybrid Working £45,000 – £50,000 Must be eligible to work in the UK.
