IT Service Desk Engineer

Description

As an IT Service Desk Engineer, you will be responsible for providing first and second-line technical support to colleagues across Benchmark and the wider group. You will support end users, devices, applications and infrastructure, helping to maintain a secure, reliable and high-performing technology environment.

Department: Enterprise Technology

Location: Horsham

As an IT Service Desk Engineer, you will be responsible for providing first and second-line technical support to colleagues across Benchmark and the wider group. You will support end users, devices, applications and infrastructure, helping to maintain a secure, reliable and high-performing technology environment.

This role plays an important part in delivering an excellent internal customer experience, resolving technical issues, supporting new starters and acquisitions, and contributing to the continuous improvement of IT services. You'll work closely with colleagues across Technology and the wider business, ensuring users receive professional, efficient and effective support.

• Act as the first point of contact for colleagues requiring IT support.
• Respond to incidents, service requests and enquiries via telephone, email, walk-up support and ticketing systems.
• Troubleshoot and resolve hardware, software, application and connectivity issues.
• Escalate complex issues where appropriate while maintaining ownership and communication.
• Deliver support in line with agreed service levels and customer satisfaction targets.

• Provision and decommission user accounts for joiners, movers and leavers.
• Configure and deploy laptops, desktops, mobile devices and peripherals.
• Support Microsoft 365, Teams, Outlook and other core business applications.
• Assist with endpoint security, patching and software deployment activities.
• Carry out device refresh, upgrade and replacement programmes.

• Perform routine monitoring and health checks across supported systems.
• Maintain IT asset registers and software licence records.
• Create and update technical documentation and knowledge-base materials.
• Support meeting room technology and office-based equipment.
• Assist with technology procurement and equipment management activities.

• Support technology projects and rollout activities across the business.
• Assist with onboarding acquired businesses into the Benchmark technology estate.
• Identify opportunities to improve support services and colleague experience.
• Work collaboratively with technology teams, suppliers and business stakeholders.

• Support access management, identity management and security controls.
• Assist with audits, compliance reviews and regulatory requirements.
• Promote security awareness and best practice across the business.
• Ensure IT procedures, standards and controls are followed and documented.

• Minimum two years' experience within an IT Service Desk, Desktop Support or IT Support Engineer role.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365, Exchange Online, Outlook and Teams.
• Good understanding of Active Directory and Entra  (Azure AD).
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP.
• Experience using IT service management and ticketing platforms.
• Strong diagnostic and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to prioritise workload and manage multiple competing tasks.
• Experience supporting laptops, desktops, printers, mobile devices and peripheral hardware.
• Full UK driving licence and willingness to travel occasionally.

• Knowledge of ITIL principles and service management best practice.
• Experience with Microsoft Intune and endpoint management technologies.
• Experience building, deploying and supporting Windows 11 devices.
• Working knowledge of Power Shell scripting.
• Experience supporting remote monitoring and management tools.
• Exposure to office relocations, acquisitions or infrastructure projects.
• Microsoft certifications or relevant technical qualifications.