Group Service Desk Engineer

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

Salary: Up to £30,000 dependent on experience

You will be working in a team-based environment on the Service Desk, providing second line support to users in all our offices. Your main responsibilities will be providing first time fixes where possible, commissioning and building user equipment and triaging and escalating tickets when required.

A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience.

Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do.

Demonstrate strong organisational skills and be accountable for your daily workload

Demonstrate a systematic, disciplined and analytical approach

Be customer focussed and ardent in ensuring that colleagues receive a high quality of service

Key objectives of your role are:

• Provide end-user IT support across the business, acting as the first point of contact for IT issues and requests, including hardware, software, applications, access, device configuration and user onboarding and offboarding.
• Use Microsoft Copilot and other approved AI tools to improve troubleshooting, resolve issues more efficiently and reduce repetitive work.
• Drive self-service, helping users resolve common issues through improved guidance, knowledge and automated solutions.
• Maintain and improve the IT knowledge base, ensuring support information is accurate, accessible and useful.
• Identify opportunities for automation and continual improvement across IT support and the user experience.
• Work collaboratively across the Technology team, sharing knowledge and building broader technical capability.
• Manage incidents and requests in line with agreed SLAs, KPIs and business priorities, maintaining accurate records and escalating issues appropriately.
• Keep the Service Desk Manager and Technology leadership informed of significant issues, risks, recurring problems and progress.
• The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

The Successful Group Service Desk Engineer must have:

• Excellent troubleshooting and problem-solving skills.
• ITIL experience.
• Experience in 1 st and 2 nd line support.
• Experience providing IT support to users by phone, remotely 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 Microsoft Office.
• Network patching
• Be passionate about technology
• Mimecast
• Jamf

What you bring to the Team

• Positive, reliable and professional approach.
• Strong communication and customer service skills.
• Good at explaining technical issues clearly.
• Results focused and committed to delivering high-quality work.
• Able to prioritise and manage workload effectively.
• Comfortable working under pressure and dealing with changing priorities.
• Takes ownership of issues and sees them through to resolution.
• Willing to learn, develop new skills and embrace new technology.
• Team player who shares knowledge and supports colleagues.

What’s on offer?

• The role is a permanent position with a 3 month probationary period. The working week is based on 37.5 hours.
• 25 Days Holiday + Bank Holidays
• Profit Share Scheme
• Breakfast provided each Monday morning
• Contributory company pension scheme
• Access to the Employee Assistance Programme (EAP)