IT Service Desk Engineer

Afinite Limited; Leeds; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

8% Employer pension contribution

Free city centre parking

Personal development allowance

Job summary

Afinite Limited in Leeds is seeking an IT support specialist to assist with Microsoft 365 environments, troubleshoot devices, and deliver excellent customer service. You will communicate clearly by phone, email and in person, set up new devices, and contribute to training to develop your skills.

Day-to-day duties include engaging customers to resolve queries, configuring end-user equipment, supporting the Microsoft 365 stack, and helping with quotes and billing with the business support team.

Qualifications

• Experience administering and configuring Microsoft 365 platform components.
• Proven ability to configure and support end-user devices and Microsoft 365 services.

Responsibilities

• Support customers across multiple industries using the Microsoft 365 platform.
• Set up new devices for customers and participate in training and development.
• Engage customers via email and phone to resolve queries and progress issues.
• Configure and support end-user equipment and assist with quotes and billing.

Skills

Microsoft 365

Entra

Exchange Online

Teams

SharePoint

OneDrive

Intune

Windows Autopilot

PC hardware assembly

Customer communication

Tools

Android

iOS

macOS

Windows

Job description

In this role, you’ll provide valuable IT support for Microsoft 365 environments, helping to troubleshoot and configure devices while delivering excellent customer service. Through clear communication, proactive problem-solving, and issue resolution, you’ll play a key part in ensuring our clients’ success.

Salary: Up to £32,000 per annum – DOE
Work Basis: Full Time – Onsite
Reports to: Service Desk Team Leader
Location: Leeds – Marshalls Mill, Holbeck
Benefits Include: 8% Employer pension contribution, Free city centre parking, Personal development allowance

Core Role

Working under direction from the Service Desk Team leader, you will help deliver an excellent level of service — supporting customers who operate across a wide range of industries, primarily utilising the Microsoft 365 platform. The successful candidate will be at ease talking to clients on the phone, in person, and electronically.

As well as servicing user-initiated requests, you will also be required to set up new devices for customers and participate in training and development of your skills. Through clear communication, proactive problem-solving, and issue resolution, you’ll play a key part in ensuring our clients’ success.

Day-to-day, you will engage customers via email and phone, collaborating to resolve and progress their queries. When necessary, you’ll elevate issues appropriately to ensure a smooth service experience. You’ll also configure and support end-user equipment, manage server and Microsoft 365 infrastructure, and work alongside our business support team to produce client quotes and ensure accurate billing.

This role is about communication and collaboration as much as technical skill. By working with the other members of the team, you can help us provide an excellent service to our customers.

• Communication – Strong verbal and written communication skills, enabling clear interaction with clients at all levels to resolve technical issues across diverse sectors.
• Delivering Results – Approach challenges proactively, using problem‑solving and critical thinking to deliver exceptional service, even when under pressure.
• Exceeding Client Expectations – Maintain a professional, positive attitude, consistently going the extra mile to exceed client expectations and ensure smooth service delivery.
• Commercial Awareness – Understand your role in the organisation and its services, contributing to both your development and that of the company by identifying opportunities for improvement.
• Delivering Value – Proactively address client challenges with critical thinking and resilience along with a desire to learn new skills and identify trends to explore and develop within the business.
• Collaboration and Teamwork – A positive team player and self‑starter.

Experience & Skills

• Experience administering and configuring the Microsoft 365 platform, including Microsoft Entra, Exchange Online, Teams, SharePoint, and OneDrive.
• Familiarity with Microsoft InTune and Windows AutoPilot for managing settings and device compliance policies.
• Experience with Android, iOS, macOS, and Windows (10 and later).
• Ability to assemble and replace PC parts.
• Strong attention to detail and excellent telephone manner to communicate clearly with clients.

What We Offer

• City centre location with free on‑site parking.
• Performance‑related annual bonus.
• Professional development support allowance.