IT Service Desk Engineer

The Institute of Ismaili Studies; Camden Town; Hybrid; GBP 34,000 - 41,000; Full time

Job summary

The Institute of Ismaili Studies (IIS) in London seeks an IT Service Desk Engineer to provide 1st and 2nd line support across the Aga Khan Centre and partner institutions. You will support staff, students and stakeholders with Microsoft 365, Active Directory, end‑user devices and hybrid learning technologies.

Reporting to the IT Systems Manager, you will manage incidents and service requests, assist onboarding/offboarding, administer user accounts and permissions, maintain technical

Qualifications

• Experience providing 1st and 2nd line IT support in a professional environment.
• Strong knowledge of Windows/Mac OS, Microsoft 365, Active Directory/Azure AD.
• Experience supporting Exchange Online, Teams, SharePoint Online, OneDrive.
• Good understanding of TCP/IP, DNS, DHCP, VPN and wireless networking.
• Experience with audiovisual and video conferencing technologies, including hybrid meetings.

Responsibilities

• Provide 1st and 2nd line IT support across the Aga Khan Centre and associated institutions.
• Manage incidents and service requests; assist onboarding/offboarding.
• Administer user accounts and permissions; maintain security and compliance.
• Support classroom and hybrid learning technologies; contribute to IT projects and improvements.

Skills

1st and 2nd line support

Windows & macOS

Microsoft 365

Active Directory / Azure AD

Networking basics

Audio-visual & hybrid meeting tech

Customer service & communication

PowerShell / Intune (advantage)

Education

IT qualifications or certifications

Tools

Microsoft 365

Active Directory

Azure AD

Intune

SharePoint Online

Job description

Salary: Grade 5 (£37,712)
Location: London, King's Cross (Aga Khan Centre) Hybrid
Department: Information Technology
Contract: Permanent

About the role:

The Institute of Ismaili Studies (IIS) is seeking a proactive and customer-focused IT Service Desk Engineer to provide comprehensive IT support services across the Aga Khan Centre and associated institutions. Reporting to the IT Systems Manager, the postholder will play a key role in ensuring the effective delivery of IT services to staff, students, and stakeholders across the Institute.

The role is responsible for providing 1st and 2nd line support across a broad range of technologies, including Microsoft 365, Active Directory, end-user devices, business applications, mobile technologies, and audio-visual systems. The successful candidate will manage incidents and service requests, support onboarding and offboarding activities, administer user accounts and permissions, and help maintain a secure and efficient IT environment.

The IT Service Desk Engineer will also support classroom and hybrid learning technologies, contribute to IT projects and service improvements, maintain technical documentation, and work closely with colleagues across the organisation to deliver an excellent user experience. This is an exciting opportunity for an experienced IT support professional to join a collaborative team within a diverse and internationally focused academic environment.

What we're looking for:

• Experience providing 1st and 2nd line IT support within a professional environment.
• Strong knowledge of Windows and Mac operating systems, Microsoft 365 services, Active Directory, and Azure Active Directory.
• Experience supporting Exchange Online, Teams, SharePoint Online, OneDrive, mobile devices, printers, and peripheral equipment.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Experience supporting audio-visual and video conferencing technologies, including hybrid meeting environments. Familiarity with Q-Sys systems would be advantageous.
• Excellent problem-solving, organisational, customer service, and communication skills, with the ability to support both technical and non-technical users.
• Experience with Microsoft Intune, endpoint management technologies, PowerShell scripting, or SharePoint administration would be advantageous.
• Relevant IT qualifications, certifications, or equivalent practical experience. ITIL Foundation, Microsoft certifications, or CompTIA certifications would be beneficial.

This is a unique opportunity to play a key role in supporting the technology services that enable teaching, learning, research, and operational excellence across the Aga Khan Centre and its associated institutions.

You must have the right to work in the UK, and we cannot offer sponsorship for this position.

The Institute of Ismaili Studies, Aga Khan Centre,10 Handyside Street, London, N1C 4DN.Telephone: [phone]. Website: http://www.iis.ac.uk.Incorporated in England as a company limited by guarantee and registered in theUK no. 1324858. Registered Charity Number 1179135.United Kingdom