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Service Desk Engineer

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Retail Insight

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Location:
United Kingdom , Surrey, Greater London

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re looking for a proactive Service Desk Engineer to keep our global teams productive and secure. You’ll own our joiners–movers–leavers (JML) processes, manage access with care, and provide remote support across Windows laptops and MacBooks—all while keeping services documented, compliant, and running smoothly.

Job Responsibility:

  • User account management
  • Provision, modify and deprovision user accounts promptly
  • Coordinate equipment moves and set‑ups with internal teams
  • Access control
  • Grant and revoke access in line with policy and approvals
  • Manage licence and subscription requests end‑to‑end
  • Remote support
  • Troubleshoot hardware/software issues with clear, patient guidance
  • Arrange device repairs and organise temporary replacements
  • Ticketing & service quality
  • Monitor, prioritise and update tickets to hit SLAs
  • Log and categorise all requests (email, calls, chat) in the ITSM tool
  • Escalate complex issues with crisp, complete handovers
  • Documentation & assets
  • Maintain the knowledge base and asset records
  • Track software licences and subscriptions efficiently

Requirements:

  • Proven experience working with a wide range of Microsoft Windows tools 10/11 (install/reinstall, printers, VPN, AV)
  • Considerable knowledge of Microsoft Office / Microsoft 365 (Outlook, Teams, Word, Excel) and Office 365 users
  • Confident understanding of security best practice—RBAC, least privilege, separation of duties, MFA
  • Clear, confident communicator (written and verbal), calm under pressure, and highly organised
  • Azure AD / Entra ID for user and role‑based access

Nice to have:

  • Microsoft Intune (packaging, deployment)
  • SQL Server exposure and database access management
  • Jira Service Management
  • Relevant Microsoft certifications
  • ITIL v3/v4 Foundation
What we offer:
  • Flexible Working – Enjoy a hybrid work model (3 days in the office) with flexibility based on business needs, plus a work from anywhere policy
  • Time Off – 25 days annual leave (+ bank holidays), increasing with length of service, plus an extra day off for your birthday
  • We also operate summer hours
  • Learning & Development – Access a vast range of courses through our learning platform and benefit from structured career progression plans
  • Health & Wellbeing – Private Medical Insurance, a healthcare cash plan, and mental health support via Help@Hand
  • Plus, we’ll ensure you have a safe and productive home setup with a workspace assessment
  • Giving Back – Take paid volunteer days to support your local community, donate to your chosen charity through salary sacrifice (we’ll match it!), and make a difference with Give as You Earn
  • Extra Perks – A car purchase scheme to make buying a new car easier, plus access to additional benefits through our online platform, including gym discounts

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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