Senior Service Desk Engineer

Senior Service Desk Engineer – London Based | £40,000–£52,000

Location & Hours

• Location: Central London
• Hybrid Working: 3 days in the office (Mon, Wed, Fri) and 2 days working from home (Tues, Thurs)
• Hours: Full-time, 37.5 hours/week (Monday to Friday)

Are you a tech-savvy problem solver with a passion for delivering outstanding customer service? Do you thrive in dynamic environments where no two days are the same? If so, my client is looking for you!

We’re excited to offer a fantastic opportunity to join my client's Information Systems (IS) Operations team as a Service Desk Engineer. Based at their modern offices in Central London, you’ll play a key role in supporting their internal users, ensuring seamless IT service delivery and contributing to the continuous improvement of their systems.

The Role

As a Service Desk Engineer, you’ll be the first point of contact for technical support, providing both remote and desk-side assistance. You’ll troubleshoot issues, escalate where necessary, and help maintain a high standard of service across the IT infrastructure.

Key Responsibilities

• Resolve Service Desk tickets within SLA targets, ensuring excellent customer service.
• Provide expert support for Windows 10/11, Office 365, and a range of desktop and mobile applications.
• Escalate complex issues to internal teams or third-party providers.
• Create technical documentation and user guides.
• Support a wide range of systems including Microsoft Office, MS Teams Phones, VPN, MFA, Exchange Email, and more.
• Participate in out-of-hours support and contribute to ongoing service improvements (1 week out of hours support every 10 weeks)

What We’re Looking For

Essential:

• Proven experience in a Service Desk or IT support role.
• Strong troubleshooting skills in Microsoft environments.
• Excellent communication and interpersonal skills.
• Ability to prioritise tasks and manage workloads effectively.
• A customer-first mindset with a calm, empathetic approach.

Desirable:

• Familiarity with ITIL, Prince2, or Agile methodologies.
• Experience with Ivanti or ServiceNow.
• Knowledge of server technologies (e.g., Microsoft Server 2016/2019).
• Relevant certifications (e.g., MCSE, MCSA, MCITP, CCNA).

Why Join My Client?

They offer a competitive salary and a comprehensive benefits package designed to support your wellbeing and professional growth:

• 30 days annual leave + buy/sell options
• 15% employer pension contribution
• Private medical insurance with Vitality Health
• Flexible and hybrid working arrangements
• Learning & development opportunities
• Cycle to work scheme, season ticket loans, and more!