IT Service Desk Engineer

We're looking for an IT Service Desk Engineer to join our Service Delivery team. This is not just a ticket‑logging role – you'll be a visible, trusted partner to the business, providing hands‑on 1st and 2nd line support across our head office, retail stores, distribution centre, and contact centre. You'll combine technical expertise with outstanding customer service, taking ownership of issues through to resolution and continually improving the end‑user experience.

• Provide responsive 1st and 2nd line support to colleagues across the business.
• Log, manage, and resolve incidents and requests with a focus on first‑time fix.
• Keep users informed with clear, professional updates throughout.

• Identify recurring issues and work toward root‑cause resolution.
• Contribute to continuous service improvement and knowledge sharing.
• Produce clear documentation and user‑friendly guides.

• Build strong working relationships with colleagues at all levels.
• Work closely with internal teams and third‑party suppliers to resolve issues.
• Support key business systems across retail, warehouse, and office environments.

• Build, configure, and support laptops, desktops, printers, and thin clients.
• Support a Citrix‑based desktop environment.
• Assist with maintaining a stable, secure, and well‑managed infrastructure.

• Customer‑focused – approachable, proactive, and genuinely enjoy helping people.
• Ownership mindset – take responsibility and see tasks through to completion.
• Collaborative – work well within a team and across departments.
• Resilient & organised – prioritise effectively in a fast‑paced environment.
• Experience in a service desk or customer‑facing IT support role.
• Analytical and methodical with a natural problem‑solving mindset.
• Comfortable working in a multi‑site, fast‑paced environment (retail experience advantageous).
• Strong communication skills – both written and verbal.

• Windows operating systems.
• Microsoft 365 (Office, Teams, Exchange).
• Networking basics (DHCP, DNS).
• Group Policy.
• Citrix (Xen App / virtual desktop environments).
• Endpoint management (MECM / SCCM / Intune desirable).
• Power Shell (basic scripting beneficial).

• Competitive salary and excellent bonus scheme.
• An entrepreneurial environment where you'll be encouraged to try things and make changes to drive the business forward.
• Access to staff discount from your first day, not just at CT but also from The White Company.
• Hybrid working policy – work from the office 3‑4 days per week (14 days onsite across a 4‑week period, with Mondays as set days in the office).
• Commitment to charities and sustainability partners – we aim to give something back.
• Christmas and summer parties and other social events to keep the fun going.