Service Desk Engineer

A Charity in London are seeking a Service Desk Engineer on a permanent basis to join the team. The role is based in Central London 4 days a week.

Our IT services, including our IT infrastructure, are key to many important areas of work within the organisation and to the smooth running of events and ceremonial occasions.

Working closely with the IT Service Delivery Manager, you will provide effective technical support to colleagues across the organisation, helping to ensure that IT services and end-user technology are reliable, secure and well supported. You will provide first and second-line technical support across Microsoft 365, end-user devices, networking and associated IT services, escalating more complex infrastructure issues where appropriate.

Responsibilities

Provide first and second-line technical support to colleagues, resolving incidents and service requests in accordance with agreed service levels.
Diagnose and resolve hardware, software, Microsoft 365, connectivity and end-user device issues, escalating more complex infrastructure issues where appropriate.
Use the IT service management system to accurately record, update and resolve incidents and service requests, maintaining clear technical and customer-facing notes.
Support the deployment, configuration and ongoing management of laptops, mobile devices and other end-user technology.
Support joiner, mover and leaver activities, ensuring users receive appropriate devices, accounts and access.
Maintain accurate IT asset and configuration information and contribute to user guidance and knowledge articles.
Support the configuration, maintenance and monitoring of IT infrastructure within the scope of the role, escalating more complex issues where appropriate.
Assist with the support of server infrastructure and planned out-of-hours maintenance where required and agreed.
Support routine infrastructure monitoring, maintenance, backup and recovery activities as required by the Infrastructure and Operations team.
Collaborate with the Infrastructure and Operations team, third-party suppliers and service providers to diagnose and resolve issues relating to networks, servers, hardware, software and other IT services.
Assist with the implementation of hardware, network and system upgrades and new configurations
Actively participate in and contribute to an ongoing process of team meetings, general staff meetings and professional development strategies to ensure your work is consistent with organisational goals and to provide input using your technical expertise.

Experience

Experience of administrating a Microsoft 365 environment including Exchange

Experience of providing customer-focused first and/or second-line IT support in an organisational environment.

Experience of using an IT service management system to manage incidents and service requests

Experience of administering Windows Server services and features such as DHCP, print services, DNS and Microsoft Active Directory.

Experience of supporting Microsoft Teams, including Teams Phone, Teams-enabled meeting rooms and associated collaboration services
Microsoft 365 Certified:
Fundamentals