Desktop Services Engineer

Who you are

• Hands-on Active Directory administration experience
• Experience supporting Windows and MacOS environments within a medium to large organisation
• Strong knowledge of desktop hardware, operating systems, and end-user software
• Experience supporting users in a Microsoft 365 environment
• Experience supporting collaboration and audiovisual tools such as Microsoft Teams
• Familiarity with endpoint management tools (e.g. SCCM, Intune, Jamf or equivalent)
• Experience working with IT service management platforms such as ServiceNow
• Excellent communication skills and a strong customer service mindset
• Ability to prioritise workload, work under pressure, and meet tight deadlines
• Experience supporting a mobile workforce in a secure enterprise environment
• Exposure to supporting senior stakeholders or trading floor environments
• Experience with endpoint security, VPN, or remote access technologies such as Zscaler
• Experience supporting Microsoft Teams Rooms and relevant hardware
• Relevant certifications and a strong interest in technology

What the job involves

• As a Desktop Services Engineer, you are a frontline ambassador for IT, ensuring colleagues receive timely, high-quality support and that issues are resolved efficiently and professionally
• You’ll be trusted to take ownership of incidents and requests, advocate for the end user, and work collaboratively with escalation teams to restore service quickly
• Beyond day-to-day support, you’ll contribute to improving processes, tools, and standards across the desktop environment
• Your technical knowledge, problem-solving skills, and proactive mindset will directly influence service quality, user satisfaction, and operational efficiency
• Provide on‑site desktop support in the London office and remote support to users in other locations
• Triage and resolve incidents and service requests via ServiceNow, phone, email, chat, and monitoring tools
• Troubleshoot end‑user issues and aim to resolve them at first contact, where possible
• Support Windows and macOS desktop environments, including device builds, deployments, maintenance, and upgrades
• Administer and support core desktop technologies such as Active Directory, Entra ID, endpoint management, and collaboration tools
• Assist with workstation testing, rollouts, audio‑visual systems, and meeting room technology
• Work with global support and escalation teams to resolve complex issues
• Maintain relationships with hardware and software vendors, including local procurement and asset management
• Identify opportunities for service improvements, automation, and increased efficiency
• Support business‑critical users, including trading floor and senior stakeholders, when required