IT Deskside Engineer

Adecco Portugal; Croydon; On-site; GBP 54,000 - 60,000; Full time

Job summary

Adecco are recruiting on behalf of a Local Authority for an IT Deskside Engineer (1st/2nd Line) based in Croydon Town Hall with travel to various Council sites. This is a fully onsite contract role for 3 months, paying £220 per day Umbrella.

The role focuses on reducing incident backlogs, supporting end users, and deploying devices across council locations, five days per week.

Qualifications

• Proven experience in 1st/2nd Line IT Support.
• Strong experience using ServiceNow for incident and request management.
• Hands-on experience building and deploying devices using Microsoft Intune.
• Experience supporting laptop refresh, rollout, or migration projects.
• Strong troubleshooting across Windows 10/11, Microsoft 365, AD/AAD.
• Ability to manage a busy workload and prioritise effectively.
• Excellent communication and customer service skills.
• Full UK Driving Licence.

Responsibilities

• Provide high-quality 1st and 2nd Line IT support to council users.
• Diagnose and resolve hardware, software, and user account issues.
• Manage, prioritise, and resolve incidents and service requests within timescales.
• Escalate complex issues to specialist teams when necessary.
• Deliver excellent customer service and maintain end-user communications.
• Proactively manage and reduce ticket backlogs in ServiceNow.
• Build, configure, and deploy laptops using Microsoft Intune.
• Support laptop refresh and device migrations.
• Provide deskside and floor-walking support across sites.

Skills

1st/2nd Line IT Support

ServiceNow

Microsoft Intune

Laptop refresh

Windows 10/11

Microsoft 365

Active Directory / Azure AD

Workload management

Communication skills

Full UK Driving Licence

Tools

ServiceNow

Microsoft Intune

Job description

IT Deskside Engineer (1st/2nd Line) - Contract

Adecco are recruiting on behalf of a Local Authority for an IT Deskside Engineer (1st/2nd Line)

Location: Croydon Town Hall with travel to various Council sites
Working Arrangements: This role if FULLY OFFICE BASED. Working from home will not be considered.
Contract Type: Temporary Contract initially for 3 months
Pay Rate: £220 per day Umbrella
Hours: 36 hours per week
Driving Licence: Full UK Driving Licence Essential

About the Role

A Local Authority is seeking a proactive and hands-on IT Support Engineer (1st/2nd Line) to assist with a period of increased demand across the IT Service Desk. The successful candidate will play a key role in reducing a backlog of incidents and service requests, supporting end users, building and deploying devices, and providing high-quality technical support across council sites.

This is a fully onsite position, and candidates must be willing to work from council locations five days per week. Travel between sites may be required using a council-provided vehicle.

Top 3 Key Skills Required

1. Laptop Build and Deployment using Microsoft Intune
2. 1st and 2nd Line Helpdesk Troubleshooting
3. BAU Ticket Resolution and Queue Management using ServiceNow

Key Responsibilities

Service Desk & Technical Support

• Provide high-quality 1st and 2nd Line IT support to council users.
• Diagnose and resolve hardware, software, and user account issues.
• Manage, prioritise, and resolve incidents and service requests within agreed timescales.
• Escalate complex issues to specialist teams where necessary.
• Deliver excellent customer service and maintain regular communication with end users.

ServiceNow Ticket Management

• Proactively manage and reduce ticket backlogs.
• Investigate, update, and resolve incidents and service requests through ServiceNow.
• Ensure tickets are accurately logged, categorised, updated, and closed.
• Prioritise workload effectively to meet service expectations.

Device Build, Deployment & Refresh

• Build, configure, and deploy laptops using Microsoft Intune.
• Support laptop refresh and replacement programmes.
• Provision new devices and ensure compliance with council standards.
• Assist with user migrations, profile setup, and device replacements.
• Maintain accurate asset and deployment records.

User Support

• Provide deskside and floor-walking support across council locations.
• Support new starters and leavers with hardware and account setup.
• Assist users in adopting modern workplace technologies and cloud-based solutions.

Essential Skills & Experience

• Proven experience working in a 1st/2nd Line IT Support environment.
• Strong experience using ServiceNow for incident and request management.
• Hands-on experience building and deploying devices using Microsoft Intune.
• Experience supporting laptop refresh, rollout, or migration projects.
• Strong troubleshooting skills across:
  • Windows 10 and Windows 11
  • Microsoft 365 (Outlook, Teams, SharePoint)
  • Active Directory and Azure Active Directory
• Ability to manage a busy workload and prioritise effectively.
• Excellent communication and customer service skills.
• Full UK Driving Licence.

Desirable Skills

• Previous experience within a Local Authority or wider Public Sector organisation.
• Knowledge of ITIL principles and service management practices.
• Experience working in a high-volume IT support environment.
• Familiarity with Windows Autopilot deployments.

Why Apply?

This is an excellent opportunity to join a busy Local Authority IT team and make an immediate impact by supporting frontline services, reducing ticket backlogs, and assisting with a significant device refresh programme. The role offers varied technical exposure, hands-on support responsibilities, and the opportunity to contribute to a critical IT service.