IT Service Desk Engineer

LGBT Great; Greater London; Hybrid; GBP 24,000 - 40,000; Full time

Benefits offered by this job

Bonus & on-call payments

Broad tech exposure

Varied role across sites

Training & development

Collaborative IT team

Long-term progression

Job summary

LGBT Great is seeking an IT Service Desk Engineer to join its central London team. This office-based role covers 1st and 2nd line support across head office, sites and retail locations, delivering a high-quality support experience.

You will work in a fast-paced, customer-focused environment, taking ownership of issues from start to finish and building strong relationships with colleagues and stakeholders.

Qualifications

• Experience in a Service Desk or IT Support role.
• Strong customer service and communication skills.
• Experience with Windows environments.
• Knowledge of Microsoft 365 (Outlook/Teams/Exchange).
• Experience with Active Directory & Group Policy.
• Exposure to Citrix environments.
• Networking basics (DNS, DHCP).
• Experience in a busy, ticket-driven IT support environment.

Responsibilities

• Provide 1st and 2nd line IT support to users across the business.
• Deliver a high-quality customer experience as a trusted point of contact for technical support.
• Manage incidents and service requests through to resolution.
• Support Windows desktops, Microsoft 365 and core business applications.
• Build, configure and deploy laptops, desktops and end-user devices.
• Troubleshoot Citrix virtual desktop environments and access issues.
• Assist with Active Directory and Group Policy management.
• Troubleshoot DNS and DHCP networking issues.
• Support onboarding and offboarding activities.
• Produce and maintain technical documentation and knowledge articles.
• Collaborate with IT teams and suppliers to deliver excellent service.
• Identify recurring issues and contribute to service improvements.

Skills

Customer service

Windows

Microsoft 365

Active Directory

Group Policy

Citrix

DNS/DHCP

Ticketing system

Communication

Troubleshooting

Prioritisation

Job description

IT Service Desk Engineer

Location: Central London (Office Based)

Salary: Up to 40,000 + On-Call Allowance

Contract: Permanent, Full-Time

We're partnering with a well-established retail organisation looking to appoint an experienced IT Service Desk Engineer to join its internal technology team.

This is far more than a traditional service desk role. You'll be the face of IT across the business, providing exceptional 1st and 2nd line support while building strong relationships with colleagues across head office, operational sites and retail locations.

We're looking for someone who genuinely enjoys working with people as much as technology. You'll thrive in a fast-paced, customer-focused environment, taking ownership of issues from start to finish while delivering a first-class support experience every step of the way.

If you're passionate about customer service, enjoy being hands-on, and want to work in a varied environment where no two days are the same, this could be the 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 an excellent support service.
• Identify recurring issues and contribute towards continuous service improvements.

Required 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.

Desirable Experience

• Retail or multi-site support experience.
• Microsoft Intune, SCCM or other endpoint management platforms.
• Basic PowerShell scripting.
• ITIL awareness or certification.
• Experience supporting mobile devices and endpoint management solutions.

What's on Offer

• Competitive salary plus bonus and additional on-call payments.
• Exposure to a broad range of Microsoft, Citrix and end-user technologies.
• A varied role supporting office, operational and retail environments.
• Ongoing training and career development opportunities.
• Supportive and collaborative IT team.
• Long-term career progression within a growing organisation.

Please note: This is a fully office-based position in Central London with occasional travel to other UK sites.

The role also includes participation in a shared on-call rota and occasional out-of-hours support, for which additional compensation is provided.