IT Deskside Engineer

Location: Croydon Town Hall with travel to various Council sites
Working Arrangements: This role if FULLY OFFICE BASED
. Working from home will not be considered.
Contract Type: Temporary Contract initially for 3 months
Pay Rate: £220 per day Umbrella
Hours: 36 hours per week
Driving Licence: Full UK Driving Licence Essential

A Local Authority is seeking a proactive and hands-on IT Support Engineer (1st/2nd Line) to assist with a period of increased demand across the IT Service Desk. The successful candidate will play a key role in reducing a backlog of incidents and service requests, supporting end users, building and deploying devices, and providing high-quality technical support across council sites.

This is a fully onsite position, and candidates must be willing to work from council locations five days per week. Travel between sites may be required using a council-provided vehicle.

• Provide high-quality 1st and 2nd Line IT support to council users.
• Diagnose and resolve hardware, software, and user account issues.
• Manage, prioritise, and resolve incidents and service requests within agreed timescales.
• Escalate complex issues to specialist teams where necessary.
• Deliver excellent customer service and maintain regular communication with end users.

• Proactively manage and reduce ticket backlogs.
• Investigate, update, and resolve incidents and service requests through Service Now.
• Ensure tickets are accurately logged, categorised, updated, and closed.
• Prioritise workload effectively to meet service expectations.

• Build, configure, and deploy laptops using Microsoft Intune.
• Support laptop refresh and replacement programmes.
• Provision new devices and ensure compliance with council standards.
• Assist with user migrations, profile setup, and device replacements.
• Maintain accurate asset and deployment records.

• Provide deskside and floor-walking support across council locations.
• Support new starters and leavers with hardware and account setup.
• Assist users in adopting modern workplace technologies and cloud-based solutions.

• Proven experience working in a 1st/2nd Line IT Support environment.
• Strong experience using Service Now for incident and request management.
• Hands-on experience building and deploying devices using Microsoft Intune
  .
• Experience supporting laptop refresh, rollout, or migration projects.
• Strong troubleshooting skills across:
  • Windows 10 and Windows 11
  • Microsoft 365 (Outlook, Teams, SharePoint)
  • Active Directory and Azure Active Directory
• Ability to manage a busy workload and prioritise effectively.
• Excellent communication and customer service skills.
• Full UK Driving Licence.

• Previous experience within a Local Authority or wider Public Sector organisation.
• Knowledge of ITIL principles and service management practices.
• Experience working in a high-volume IT support environment.
• Familiarity with Windows Autopilot deployments.

This is an excellent opportunity to join a busy Local Authority IT team and make an immediate impact by supporting frontline services, reducing ticket backlogs, and assisting with a significant device refresh programme. The role offers varied technical exposure, hands-on support responsibilities, and the opportunity to contribute to a critical IT service.