IT Helpdesk Support

• Act as the first point of contact for clients via phone, ticketing system, and online chat
• Serve as an escalation point for 1st line engineers, handling more complex issues
• Own incidents through their full lifecycle, keeping clients informed and ensuring issues are resolved properly
• Work to agreed Service Desk SLAs, including response times, resolution targets, and customer satisfaction
• Provide remote support as well as attend client sites when hands-on support is required
• Maintain and update the Service Knowledge Management System
• Contribute to client projects and proactive improvements, not just BAU tickets

• Minimum 3 years’ experience as a Service Desk Engineer, ideally within an MSP
• Proven experience handling 2nd line escalations
• Strong troubleshooting skills across hardware, software, and user issues
• Confident communicator, written and verbal, with a customer-first approach
• Ability to manage and prioritise multiple open tickets at once
• Comfortable working autonomously with a proactive mindset
• Solid understanding of internet security and data privacy principles
• Strong knowledge of: Windows 10/11 and macOS
• Active Directory and Microsoft Azure / Entra ID
• Microsoft 365 (Outlook, OneDrive, SharePoint, Teams)
• Must be eligible to work in the UK
• Must be based in London or have strong commuting links

Desirable: exposure to Google Workspace, Box, Dropbox, and VoIP systems

• 70% remote working
• Regular collaboration in the office
• Attendance at client sites when required
• Involvement in company training and events