IT Service Desk Engineer

IT Service Desk Engineer

Department: IT

Employment Type: Permanent - Full Time

Location: London

We are looking for a technically capable 2nd Line Service Desk Engineer to join our IT team, supporting both retail stores and head office users in a fast-paced and evolving environment.

We are looking for someone who enjoys troubleshooting, diagnosing root causes, and resolving real technical issues, not just following scripts.

You will be part of a collaborative Service Desk, working closely with infrastructure and store technology teams. This is an excellent opportunity for someone who wants to build strong technical foundations and progress into 3rd line or specialist roles.

• Providing first and second-line support across retail stores and head office (Windows, M365, EPOS, networks)
• Diagnosing and resolving technical issues end-to-end
• Windows OS issues (performance, profile corruption, updates)
• Office 365 (Outlook, Exchange, Teams, authentication)
• Active Directory / Azure Entra (users, permissions, group policies)
• Networking issues (DNS, DHCP, VPN, connectivity problems)
• Troubleshooting real-world problems, not just logging tickets
• Identifying root cause vs applying quick fixes
• Using logs, tools, and systematic troubleshooting methods
• Supporting store technology (EPOS systems, printers, network hardware)
• Managing and prioritising multiple incidents with clear ownership
• Escalating issues with meaningful technical context and findings
• Contributing to knowledge base articles and improving processes
• Supporting onboarding, device builds, and user training where required

We’re not looking for someone who has memorised definitions — we want someone who can break down and solve problems logically.

• Minimum 2+ years in a Service Desk / Desktop Support role
• Strong working knowledge of:
• Windows 10/11 troubleshooting (Active Directory: user admin, permissions, GPO basics)
• Microsoft 365 (Exchange, Outlook, Teams issues)
• Basic networking concepts and troubleshooting
• DNS, DHCP, IP addressing, VPNs
• Experience diagnosing issues such as:
  User can’t access a system, where do you start?
• Device connected to Wi-Fi but no internet
• Outlook not syncing or sending emails

• Able to explain how things work (not just what they are)
• Comfortable troubleshooting step-by-step:
  • Identifying symptoms
  • Testing hypotheses
  • Isolating root cause
  • Understands when to go deeper vs escalate
• Curious and proactive — not reliant on scripts

• Experience in a retail or multi-site environment
• Exposure to:
• Azure / Entra
• Endpoint management (Intune, SCCM)
• EPOS or store systems
• Basic Power Shell or scripting knowledge
• Experience working with ITSM tools (e.g. Jira, Service Now)

Our interview process focuses on real-world troubleshooting, not textbook answers.

You should be comfortable:

• Talking through how you would diagnose issues step-by-step
• Explaining past problems you’ve solved
• Demonstrating your understanding, not just definitions

• Exposure to a wide range of technologies across retail and corporate environments
• Support to develop into 2nd/3rd line or specialist roles
• A team that values problem-solving, ownership, and continuous improvement

• Competitive salary and benefits package
• Hybrid working, 3 days in London based office & 2 working from home
• Holiday allowance
• 50% staff discount & 25% for family and friends
• Pension scheme