Group IT Service Desk Engineer - 2nd Line + AI Tools

Peninsula Group; Greater London; Hybrid; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Profit Share Scheme

Breakfast provided

Contributory pension scheme

Employee Assistance Programme

25 Days Holiday + Bank Holidays

Job summary

The Peninsula Group is seeking a Service Desk Engineer to join our London team. You will provide second line IT support, resolve issues at first contact when possible, and escalate tickets to maintain service quality across offices.

You will use ITIL processes and modern tools to improve user experience, assist with onboarding, and contribute to a knowledge base. This permanent role starts with 37.5 hours per week and offers benefits.

Qualifications

• Excellent troubleshooting and problem-solving skills.
• ITIL experience in service management processes.
• Experience in 1st and 2nd line IT support.
• Experience providing IT support via phone, remote and in person.
• Experience using a ticket management system and working to SLAs.
• Experience setting up and supporting laptops, desktops and mobile devices.
• Good knowledge of Microsoft 365 and Office.
• Network patching knowledge.
• Be passionate about technology.
• Experience with Mimecast and Jamf.

Responsibilities

• Provide end-user IT support across the business as the first point of contact for issues and requests.
• Utilise AI tools to improve troubleshooting and reduce repetitive work.
• Drive self-service through improved guidance and knowledge.
• Maintain and improve the IT knowledge base for accuracy and accessibility.
• Identify automation and continual improvement opportunities in IT support.
• Collaborate with the Technology team and share knowledge.
• Manage incidents and requests per SLAs and priorities, with proper escalation.
• Keep leadership informed of significant issues and risks.
• Perform other duties as required to meet business objectives.

Skills

Excellent troubleshooting

ITIL experience

1st & 2nd line support

Customer service

Communication

Tools

Microsoft Copilot

Ticketing system

Mimecast

Jamf

Microsoft 365

Microsoft Office

Job description

The Peninsula Group is seeking a Service Desk Engineer to join our London team. You will provide second line IT support, resolve issues at first contact when possible, and escalate tickets to maintain service quality across offices.

You will use ITIL processes and modern tools to improve user experience, assist with onboarding, and contribute to a knowledge base. This permanent role starts with 37.5 hours per week and offers benefits.