Service Desk Engineer

Our client is a leading technology-focused organisation experiencing rapid growth and digital transformation. With over 200 users across multiple locations and around-the-clock operational demands, their IT function plays a crucial role in ensuring smooth and secure business performance. They are now seeking an IT Service Desk Engineer to take ownership of day-to-day service desk operations, providing high-quality technical support and contributing to broader IT initiatives that strengthen the company's infrastructure and service delivery. This position will suit someone who thrives in a dynamic, hands-on environment - balancing first and second-line support duties with opportunities to get involved in projects around automation, device management, and security improvements. The Role The Service Desk Engineer will act as the first point of contact for technology queries and incidents, ensuring fast, professional, and effective resolution across all levels of the organisation. Working closely with the Head of IT and the wider technical team, you'll help to maintain system uptime, improve support processes, and deliver a best-in-class service experience to internal users. Key Responsibilities Provide technical support for users across Windows, Microsoft 365, Intune, networking, and hardware environments. Manage and prioritise incoming requests through the ticketing system, ensuring SLA adherence and customer satisfaction. Support user lifecycle processes including onboarding, offboarding, and device provisioning. Troubleshoot and resolve endpoint, printer, and connectivity issues across office and remote setups. Maintain accurate records, documentation, and internal knowledge base content. Contribute to the continuous improvement of IT processes, identifying trends and proposing proactive solutions. Assist with infrastructure and security projects such as system upgrades, endpoint hardening, and backup management. Provide escalation support for complex issues requiring second-line input. Participate in planning sessions and cross-departmental IT initiatives. Offer occasional out-of-hours support for business-critical operations. Experience & Skills Required Minimum 2 years' experience in IT support or service desk roles within fast-paced or multi-site environments. Proficiency in Microsoft 365 administration, Windows OS troubleshooting, Intune, and Active Directory management. Strong knowledge of endpoint security, patching, and remote management tools. Familiarity with ITSM or ticketing platforms and an understanding of SLAs and service metrics. Excellent communication skills, with a customer-focused and empathetic approach to problem-solving. Organised, proactive, and capable of managing multiple priorities simultaneously. A collaborative mindset with the ability to build positive working relationships across teams. Desirable Qualifications Microsoft 365 Certified: Modern Desktop Administrator Associate ITIL Foundation (v3 or v4) CompTIA A+ or Network+ Why This Role? This is an exciting opportunity to join a business that's investing heavily in its people, systems, and digital capabilities. You'll play a key part in shaping how technology supports a growing workforce, while developing your own technical and leadership skills in a supportive, forward-thinking environment. If you're passionate about IT, enjoy helping people solve problems, and want to play a visible role in improving business technology, this position offers the challenge and growth potential you're looking for.