Location
Central London (Office Based) with occasional travel to other UK sites.

Hours
Full Time, Permanent. Includes participation in a shared on-call rota and occasional out-of-hours support with additional compensation.

Salary
£35,000 - £40,000 plus on-call allowance and bonus.

About the Role
We are partnering with a well-established retail organisation to appoint an experienced IT Service Desk Engineer to join its internal technology team. This role goes beyond traditional service desk duties, positioning you as the face of IT across the business. You will provide exceptional 1st and 2nd line support while building strong relationships with colleagues across head office, operational sites, and retail locations. This role suits someone who enjoys working with people as much as technology and thrives in a fast-paced, customer-focused environment. You will take ownership of issues from start to finish, delivering a first-class support experience every step of the way. If you are passionate about customer service, hands-on IT support, and working in a varied environment where no two days are the same, this is an ideal opportunity.

Key Responsibilities
- Provide high-quality 1st and 2nd line IT support to users across the business.
- Deliver an exceptional customer experience, acting as a trusted point of contact for technical support.
- Manage incidents and service requests through to resolution, keeping users informed throughout.
- Support Windows desktop environments, Microsoft 365, and core business applications.
- Build, configure and deploy laptops, desktops, printers, and end-user devices.
- Support Citrix virtual desktop environments and troubleshoot user access issues.
- Assist with Active Directory, Group Policy, and user administration.
- Troubleshoot hardware, software, and networking issues including DNS and DHCP.
- Support onboarding and offboarding activities.
- Produce and maintain technical documentation and knowledge articles.
- Work closely with colleagues, third-party suppliers, and wider IT teams to deliver excellent support.
- Identify recurring issues and contribute towards continuous service improvements.

Experience
- Previous experience in a Service Desk Engineer, IT Support Engineer, 2nd Line Support Engineer or similar role.
- Strong customer service skills with a genuine passion for supporting users.
- Experience supporting Microsoft Windows environments.
- Good knowledge of Microsoft 365, including Outlook, Teams, and Exchange.
- Experience working with Active Directory and Group Policy.
- Exposure to Citrix environments.
- Good understanding of networking fundamentals including DNS and DHCP.
- Experience working within a busy, ticket-driven IT support environment.
- Excellent communication and interpersonal skills.
- Strong troubleshooting and problem-solving ability.
- Ability to prioritise workloads and remain calm under pressure.

About You
Customer-focused, proactive, and adaptable individual who enjoys working in a dynamic environment. You are confident in building relationships across multiple teams and sites and take pride in delivering a high standard of IT support.

Qualifications
- ITIL awareness or certification is desirable.
- Experience with Microsoft Intune, SCCM, or other endpoint management platforms is advantageous.
- Basic PowerShell scripting skills are a plus.
- Experience supporting mobile devices and endpoint management solutions is beneficial.
- Retail or multi-site support experience is desirable but not essential.