Senior Service Desk Engineer (3rd Line)

Senior Service Desk Engineer (3rd Line) - £400-£450 per day - Inside IR35 - 3 days per week on site near Euston Station - 6 months intitial contract

My client is looking for a Senior Service Desk Engineer to play a pivotal role in delivering high-quality technical support and driving service excellence across the organisation.

This is a hands-on, senior technical position suited to someone with strong expertise in Microsoft technologies, Azure, networking, and change control, who can also bring leadership, mentoring, and process improvement to a busy service desk environment.

The successful candidate will either have experience leading a service desk team with strong technical depth or possess expert-level technical skills combined with a solid understanding of ITIL practices and service performance improvement.

• Provide advanced technical support across the Microsoft stack, including Active Directory, Exchange, and Microsoft 365.

• Support and manage Azure services including virtual machines, networking, and identity management.

• Implement and oversee change control processes to ensure stability and compliance.

• Collaborate closely with the Service Desk Manager and other IT teams to ensure seamless service delivery.

• Monitor and report on service desk performance metrics, identifying areas for improvement.

• Contribute to the development and maintenance of technical documentation and knowledge base articles.

• Mentor junior service desk staff and support their technical development.

• Ensure adherence to ITIL processes including Incident, Request, Problem, and Change Management.

• Act as the go-to engineer during Major Incidents, including producing Root Cause Analyses (RCAs) and Reports for Outages (RFOs).

• Proven experience providing 3rd Line (expert-level) support for complex incidents and service requests.

• Strong technical expertise in Microsoft technologies and the Microsoft Cloud Stack: Azure, WVD, Endpoint Manager.

• Hands-on experience with:

  • Azure Active Directory (Identity, MFA, Conditional Access)

  • Microsoft 365, Intune, Endpoint Management, MDM

  • Scripting (PowerShell)

  • DNS, DHCP, VPN, and general networking principles

• Exposure to firewall administration, VPN setup, and network troubleshooting.

• Experience with ITSM platforms and reporting tools (Ivanti Neurons experience is a bonus).

• Strong understanding of security best practices (ISO27001, GDPR, Cyber Essentials).

• Experience working in a Managed Service Provider (MSP) or busy service desk environment within an ITIL-driven framework.

• Proven experience in either leading a service desk team or improving service performance through technical initiatives.

• Excellent communication and stakeholder engagement skills.

• Ability to work independently and collaboratively in a fast-paced, evolving environment.

• ITIL Foundation certification preferred.

• Act as a technical mentor and escalation point for junior engineers.

• Collaborate with peers to ensure smooth and efficient resolution of tickets.

• Promote an inclusive, supportive, and customer-focused service culture.

• Maintain excellent communication skills, both written and verbal, and deliver outstanding customer service at all times.

• Reduction in incident resolution time and escalation rates.

• Improved service desk performance and customer satisfaction scores.

• Successful implementation of technical improvements and automation initiatives.

• Strong collaboration with other IT teams and business stakeholders.

• Increased technical capability and resilience within the service desk team.

• Experience with Ivanti Neurons.