IT Service Desk Engineer (Level 2)

Role: IT Service Desk Engineer (Level 2)

Location: London (5 days per week, on-site)

Shift Options: 8:00am – 4:30pm or 9:30am – 6:00pm

Duration: 3 months (with possibility of permanent conversion)

IR35 Status: Outside IR35

This is a hands-on, technical delivery role supporting 6,000+ users across Fitch Group's global service desk. Your responsibilities will include:

• End-to-end incident and request management (Level 2)

• Advanced troubleshooting of Windows and macOS endpoints

• Microsoft 365 support (Teams, Outlook, OneDrive, SharePoint)

• Endpoint management via Microsoft Intune

• Cisco video conferencing support

• User onboarding and offboarding execution

• Ticket logging and management via Jira Service Management

• Contribution to knowledge articles and SOPs

• Structured escalation management with strong SLA awareness

Essential:

• 2+ years' experience in a Service Desk or IT support environment

• Proven Level 2 troubleshooting experience in a multi-platform enterprise setting

• Strong communication skills — ability to explain technical issues in plain business language

• UK-based candidates only

Desirable:

• Jamf experience for macOS device management

• VIP / executive support experience

• Knowledge of SSO/MFA and identity & access concepts

• Familiarity with security tooling (Zscaler, CrowdStrike)