IT Service Desk Engineer - Frontline Support & On-Call

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

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.