IT Service Desk Engineer: Fast, Friendly Support

Benchmark Capital Limited; Horsham; On-site; GBP 28,000 - 38,000; Full time

Job summary

Benchmark Capital Limited in Horsham seeks an IT Service Desk Engineer to provide first and second-line support for colleagues across the group. You will assist end users, devices and applications, helping maintain a secure, reliable technology environment.

The role covers incident handling, device provisioning, Microsoft 365/Teams/Outlook support, and collaboration with IT teams to improve services while delivering a professional customer experience.

Qualifications

• Minimum two years' experience within an IT Service Desk, Desktop Support or IT Support Engineer role.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365, Exchange Online, Outlook and Teams.
• Good understanding of Active Directory and EntraID (AzureAD).
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP.
• Experience using IT service management and ticketing platforms.
• Strong diagnostic and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to prioritise workload and manage multiple competing tasks.
• Experience supporting laptops, desktops, printers, mobile devices and peripheral hardware.
• Full UK driving licence and willingness to travel occasionally.
• Knowledge of ITIL principles and service management best practice.
• Experience with Microsoft Intune and endpoint management technologies.
• Experience building, deploying and supporting Windows 11 devices.
• Working knowledge of PowerShell scripting.
• Experience supporting remote monitoring and management tools.
• Exposure to office relocations, acquisitions or infrastructure projects.
• Microsoft certifications or relevant technical qualifications.

Responsibilities

• Act as the first point of contact for colleagues requiring IT support.
• Respond to incidents, service requests and enquiries via telephone, email, walk-up support and ticketing systems.
• Troubleshoot and resolve hardware, software, application and connectivity issues.
• Escalate complex issues where appropriate while maintaining ownership and communication.
• Deliver support in line with agreed service levels and customer satisfaction targets.
• Provision and decommission user accounts for joiners, movers and leavers.
• Configure and deploy laptops, desktops, mobile devices and peripherals.
• Support Microsoft 365, Teams, Outlook and other core business applications.
• Assist with endpoint security, patching and software deployment activities.
• Carry out device refresh, upgrade and replacement programmes.
• Perform routine monitoring and health checks across supported systems.
• Maintain IT asset registers and software licence records.
• Create and update technical documentation and knowledge-base materials.
• Support meeting room technology and office-based equipment.
• Assist with technology procurement and equipment management activities.
• Support technology projects and rollout activities across the business.
• Assist with onboarding acquired businesses into the Benchmark technology estate.
• Identify opportunities to improve support services and colleague experience.
• Work collaboratively with technology teams, suppliers and business stakeholders.
• Support access management, identity management and security controls.
• Assist with audits, compliance reviews and regulatory requirements.
• Promote security awareness and best practice across the business.
• Ensure IT procedures, standards and controls are followed and documented.

Skills

Microsoft Windows

Microsoft 365

Exchange Online

Outlook

Teams

Active Directory

EntraID / AzureAD

Networking basics (TCP/IP, DNS, DHCP)

IT service management platforms

PowerShell scripting

Endpoint management tools

Remote monitoring & management

Education

Microsoft certifications or related technical qualifications

Tools

ITSM platforms

Azure Active Directory

Intune / endpoint management

Job description

Benchmark Capital Limited in Horsham seeks an IT Service Desk Engineer to provide first and second-line support for colleagues across the group. You will assist end users, devices and applications, helping maintain a secure, reliable technology environment.

The role covers incident handling, device provisioning, Microsoft 365/Teams/Outlook support, and collaboration with IT teams to improve services while delivering a professional customer experience.