IT Service Desk Technician

IT Service Desk Technician
Location: London (near Covent Garden) - Office-based
Employment Type: Full-time, Permanent
Salary: £28,000 - £32,000 (depending on experience)
Hours: 37.5 hours per week

About the Role

We’re looking for a proactive and technically skilled IT Service Desk Technician to join our IT team in London. You’ll play a key role in providing 2nd line support across a dynamic environment, working with approximately 3,500 devices and supporting a wide range of users. You’ll be based in our London office, with occasional travel to Reading.

You’ll be joining a fast-paced and collaborative team that handles around 850 tickets per month, covering both incidents and service requests.

What You’ll Be Doing

• Manage your own queue of incidents and service requests, ensuring timely resolution or escalation in line with SLAs.
• Deliver in-person support in the London office, assisting users face-to-face, over the phone, and via Teams.
• Provide general user and Microsoft 365 administration (e.g. Exchange, Teams, access rights).
• Provision and deploy laptops, desktops, and mobile devices (Windows & mobile platforms).
• Maintain and support our AV equipment and meeting room technology.
• Use Intune and Autopilot for device management and deployment.
• Support software licensing, installations, and hardware troubleshooting.
• Maintain internal and external documentation and knowledge base content.
• Collaborate with 3rd party vendors and internal teams to resolve complex technical issues.
• Assist and guide junior team members and provide knowledge-sharing sessions to 1st line support.

What We’re Looking For

? Essential Skills & Experience

• 2+ years’ experience in a Service Desk or IT Support role.
• Solid understanding of Windows OS, end-user support, and hardware troubleshooting.
• Experience managing users via Active Directory and Azure.
• Familiarity with Microsoft Intune and Autopilot for device deployment.
• Good working knowledge of Microsoft 365 and Exchange admin.

?? Desirable (Nice to Have)

• ITIL Foundation certification.
• Experience with Apple laptops and mobile device support (Android & iOS).
• Exposure to Teams Telephony configuration and troubleshooting.