IT Service Desk Engineer

Location: Central London (Office Based)

Salary: 35,000 - 40,000 + On-Call Allowance

Contract: Permanent, Full-Time

We're partnering with a well-established retail organisation looking to appoint an experienced IT Service Desk Engineer to join its internal technology team.

This is far more than a traditional service desk role. You'll be the face of IT across the business, providing exceptional 1st and 2nd line support while building strong relationships with colleagues across head office, operational sites and retail locations.

We're looking for someone who genuinely enjoys working with people as much as technology. You'll thrive in a fast-paced, customer-focused environment, taking ownership of issues from start to finish while delivering a first-class support experience every step of the way.

If you're passionate about customer service, enjoy being hands-on, and want to work in a varied environment where no two days are the same, this could be the ideal opportunity.

Key Responsibilities

Provide high-quality 1st and 2nd line IT support to users across the business.
Deliver an exceptional customer experience, acting as a trusted point of contact for technical support.
Manage incidents and service requests through to resolution, keeping users informed throughout.
Support Windows desktop environments, Microsoft 365 and core business applications.
Build, configure and deploy laptops, desktops, printers and end-user devices.
Support Citrix virtual desktop environments and troubleshoot user access issues.
Assist with Active Directory, Group Policy and user administration.
Troubleshoot hardware, software and networking issues including DNS and DHCP.
Support onboarding and offboarding activities.
Produce and maintain technical documentation and knowledge articles.
Work closely with colleagues, third-party suppliers and wider IT teams to deliver an excellent support service.
Identify recurring issues and contribute towards continuous service improvements.

Required Experience

Previous experience in a Service Desk Engineer, IT Support Engineer, 2nd Line Support Engineer or similar role.
Strong customer service skills with a genuine passion for supporting users.
Experience supporting Microsoft Windows environments.
Good knowledge of Microsoft 365, including Outlook, Teams and Exchange.
Experience working with Active Directory and Group Policy.
Exposure to Citrix environments.
Good understanding of networking fundamentals including DNS and DHCP.
Experience working within a busy, ticket-driven IT support environment.
Excellent communication and interpersonal skills.
Strong troubleshooting and problem-solving ability.
Ability to prioritise workloads and remain calm under pressure.

Desirable Experience

Retail or multi-site support experience.
Microsoft Intune, SCCM or other endpoint management platforms.
Basic PowerShell scripting.
ITIL awareness or certification.
Experience supporting mobile devices and endpoint management solutions.

What's on Offer

Competitive salary plus bonus and additional on-call payments.
Exposure to a broad range of Microsoft, Citrix and end-user technologies.
A varied role supporting office, operational and retail environments.
Ongoing training and career development opportunities.
Supportive and collaborative IT team.
Long-term career progression within a growing organisation.

Please note: This is a fully office-based position in Central London with occasional travel to other UK sites.

The role also includes participation in a shared on-call rota and occasional out-of-hours support, for which additional compensation is provided.

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