Service Desk Specialist

Service Desk Specialist

Permanent | London

At Peregrine, we’re always seeking Specialist Talent that have the ideal mix of skills, experience, and attitude, to place with our vast array of clients. From Business Analysts in large government organisations to Software Developers in the private sector – we are always in search of the best talent to place, now.

The role:

To provide 2nd line technical support to internal employees, assisting them with problems via phone, email or onsite visits with professionalism and efficiency, maintaining a high degree of customer service.

Responsibilities:

• Provide exceptional Customer service support to the business either face to face or verbally escalating to the Service Desk Manager where necessary
• Work towards achieving SLA targets for the service disciplines (incident and request)
• Prioritising and managing workload effectively, utilising ServiceNow, which may include mini projects simultaneously
• Take ownership of assigned incidents/requests, resolving, or fulfilling to the end Customer
• Ticket management, providing clear and regular updates on progress of assigned tickets through to closure
• Provide solution(s)/work around(s) to incidents and problems
• Ensure operational procedures are adhered to and, where appropriate offer recommendations for possible improvements/enhancements
• Knowledge management – Creation of simple knowledge articles and imparting knowledge to colleagues
• Carry out systems & performance monitoring
• Carry out trend analysis and problem management
• Establishing and maintaining excellent working relationships with the business and 3rd parties
• Installing authorised software to laptops and mobile devices
• Ensuring all logs for equipment (asset management) and users are maintained
• Review of patching and anti-virus
• Work with a variety of business and technical teams to enhance service
• Supporting users on both hardware and Software applications
• Laptop and mobile device build and deployments
• Answer 1st line calls when required

Skills & Experience:

• Good knowledge of Microsoft Active Directory, O365, InTune and Azure
• AV / teleconferencing experience (Teams/Zoom/Cisco/Immersive)
• A basic understanding of networking
• Printing/Scanning: Multifunction / MFA / MFP / Zebra
• Imaging/configuring laptops and iDevices (iPhone/iPad/MacBook’s)
• Remote Access tools such as Bomgar and Remote Desktop
• Good understanding of PC hardware and software set-up and configuration
• Any relevant IT certification would be beneficial
• Provide training/mentoring to other members of the team, hands on and presentation based
• ITIL v3 Foundation level is a minimum requirement
• Experience interacting with Senior Execs/Board level up to and potentially including the CEO
• Smart business attire – Attention to appearance
• Experience of working in the luxury fashion industry would be beneficial
• Conflict management skills
• Communication skills (written and verbal) – Must be able to clearly and concisely articulate information to all levels in a ‘layman’s’ language
• Attention to detail is a necessity
• Organised and structured working methodology
• Preparing documents, meeting materials and correspondence
• Performing basic administrative support duties, as required, to meet specific operational objectives
• Performing miscellaneous job-related duties as assigned by IT management
• Being adaptable to working extra hours to meet deadlines, as required on rare occasions
• Providing assistance and support to colleagues in IT-related matters
• Enthusiastic individual who is up for a challenge

About Peregrine

We build workforces that deliver tech and change programmes at leading UK organisations.

By combining data science from Peregrine Intelligence, our industry-accredited Peregrine Academy, and market-leading attraction and diversity initiatives, we bridge capability gaps at all levels in public and private sector organisations. We work closely with our clients to understand their challenges and deliver flexible, long-term solutions that make a real difference. When you join Peregrine, you become part of a team that’s focused on growth, both yours, our clients’, and the sectors we support. You’ll also get access to a full range of benefits alongside your salary.

How Specialist Talent Works

As a permanent employee at Peregrine, you’ll be part of our Specialist Talent team. That means you’ll work on-site or remotely with our clients, supporting them on complex, high-impact projects in Data, Digital and Business Transformation. You’ll get the variety and challenge of consultancy work, with the stability and support of a permanent role. You’re not a contractor - you’re a valued member of our team, with access to all the same benefits, learning opportunities, and community.

Our Culture

We’re curious, open, and always learning. We believe in doing great work and doing it with integrity. We support each other, share ideas freely, and celebrate progress big and small. And we care about the impact we make, whether that’s helping clients solve tough problems or creating opportunities for people from all walks of life.

Diversity and Inclusion

We’re proud to be a diverse team, with 20+ nationalities represented across Peregrine. We welcome people from all backgrounds and experiences, and we’re committed to building an inclusive workplace where everyone can thrive. Through our partnerships and internal initiatives, we’re working to improve social mobility, reduce our environmental impact, and help our clients build more inclusive