Senior Service Desk Engineer
Context · London, England ·
Senior Service Desk Engineer - 12 Month FTC London - Hybrid Working £45,000 - £50,000 We're working with a well-known, public-facing organisation to recruit a Senior Service Desk Engineer on an initial 12-month fixed-term contract.
Supporting an organisation of circa 2.5k IT end users across multiple UK sites, you'll join a small and highly capable IT team providing hands-on 2nd line technical support across end-user computing, infrastructure, Microsoft technologies, business systems and telephony.
You'll take ownership of more complex technical issues escalated through the Service Desk, troubleshooting through to resolution while working closely with infrastructure teams, application teams and third-party technology providers.
Alongside BAU support, you'll contribute to a range of IT projects and improvement initiatives, including device deployments, upgrades and wider technology change. Core Responsibilities Provide 2nd line technical support across a broad Microsoft-based IT environment, taking ownership of incidents and service requests through to resolution Troubleshoot and resolve more complex hardware, software, endpoint, Microsoft 365 and infrastructure-related issues Manage escalated incidents within agreed SLAs, ensuring high standards of service and accurate documentation throughout Log, manage and maintain incidents, requests and changes within ServiceNow Administer Microsoft 365 and Active Directory, including user accounts, permissions, access and group management Support the configuration, deployment and ongoing management of laptops, desktops, mobile devices and other endpoints Troubleshoot Windows desktop and Windows Server-related issues Diagnose basic networking and connectivity issues across DHCP, DNS and TCP/IP Perform security administration and access-management activities Support IT projects including laptop builds, deployments, upgrades and technology rollouts Work closely with internal technical teams and third-party suppliers to resolve complex incidents Identify recurring issues and contribute to problem management, documentation and continual service improvement Maintain technical documentation and knowledge articles to support the wider IT function Skills & Experience <...