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Charles Tyrwhitt Logo Charles Tyrwhitt · IT - Administration

IT Service Desk Engineer

United Kingdom, London · Job Posted June 28, 2026
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Job Description

We’re looking for an IT Service Desk Engineer to join our Service Delivery team. This is not just a ticket-logging role - you’ll be a visible, trusted partner to the business, providing hands-on 1st and 2nd line support across our head office, retail stores, distribution centre, and contact centre. You’ll combine technical expertise with outstanding customer service, taking ownership of issues through to resolution and continually improving the end-user experience.

Job Responsibility

  • Provide responsive 1st and 2nd line support to colleagues across the business
  • Log, manage, and resolve incidents and requests with a focus on first-time fix
  • Keep users informed with clear, professional updates throughout
  • Identify recurring issues and work towards root cause resolution
  • Contribute to continuous service improvement and knowledge sharing
  • Produce clear documentation and user-friendly guides
  • Build strong working relationships with colleagues at all levels
  • Work closely with internal teams and third-party suppliers to resolve issues
  • Support key business systems across retail, warehouse, and office environments
  • Build, configure, and support laptops, desktops, printers, and thin clients
  • Support a Citrix-based desktop environment
  • Assist with maintaining stable, secure, and well-managed infrastructure

Requirements

  • Windows operating systems
  • Microsoft 365 (Office, Teams, Exchange)
  • Networking basics (DHCP, DNS)
  • Group Policy
  • Citrix (XenApp / virtual desktop environments)
  • Endpoint management (MECM / SCCM / Intune desirable)
  • PowerShell (basic scripting beneficial)
  • Customer-focused
  • Ownership mindset
  • Collaborative
  • Resilient & organised
  • Experience in a service desk or customer-facing IT support role
  • Analytical and methodical with a natural problem-solving mindset
  • Comfortable working in a multi-site, fast-paced environment (retail experience advantageous)
  • Strong communication skills—both written and verbal

Nice to have

  • Endpoint management (MECM / SCCM / Intune desirable)
  • PowerShell (basic scripting beneficial)
  • Retail experience

What we offer

  • Competitive salary and excellent bonus scheme
  • Staff Discount from day 1 (also at The White Company)
  • Hybrid working policy (3-4 days per week in office)
  • Christmas and summer parties
  • CT Social Team events
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