IT Service Desk Technician

ZipRecruiter; London; On-site; GBP 28,000 - 32,000; Full time

Job summary

ZipRecruiter is seeking a proactive IT Service Desk Technician to provide 2nd line support in London. The role includes managing incidents and deploying devices in a collaborative team environment, supporting approximately 3,500 devices. Ideal candidates will have solid experience in Windows OS and Microsoft 365 administration.

Qualifications

• 2+ years’ experience in a Service Desk or IT Support role.
• Solid understanding of Windows OS and hardware troubleshooting.
• Experience with Microsoft Intune and Active Directory.

Responsibilities

• Manage a queue of incidents and service requests ensuring timely resolution.
• Deliver in-person support and assist users face-to-face and via Teams.
• Provision and deploy laptops and desktops, maintain AV equipment.

Skills

Windows OS

Active Directory

Microsoft Intune

Microsoft 365

Hardware troubleshooting

Tools

Microsoft Exchange

Autopilot

Job description

Job Description

IT Service Desk Technician

Location: London (near Covent Garden) – Office-based

Employment Type: Full-time, Permanent

Salary: £28,000 – £32,000 (depending on experience)

Hours: 37.5 hours per week

About the Role

We’re looking for a proactive and technically skilled IT Service Desk Technician to join our IT team in London. You’ll play a key role in providing 2nd line support across a dynamic environment, working with approximately 3,500 devices and supporting a wide range of users. You’ll be based in our London office, with occasional travel to Reading.

You’ll be joining a fast-paced and collaborative team that handles around 850 tickets per month, covering both incidents and service requests.

What You’ll Be Doing

• Manage your own queue of incidents and service requests, ensuring timely resolution or escalation in line with SLAs.
• Deliver in-person support in the London office, assisting users face-to-face, over the phone, and via Teams.
• Provide general user and Microsoft 365 administration (e.g. Exchange, Teams, access rights).
• Provision and deploy laptops, desktops, and mobile devices (Windows & mobile platforms).
• Maintain and support our AV equipment and meeting room technology.
• Use Intune and Autopilot for device management and deployment.
• Support software licensing, installations, and hardware troubleshooting.
• Maintain internal and external documentation and knowledge base content.
• Collaborate with 3rd party vendors and internal teams to resolve complex technical issues.
• Assist and guide junior team members and provide knowledge-sharing sessions to 1st line support.

What We’re Looking For

Essential Skills & Experience

• 2+ years’ experience in a Service Desk or IT Support role.
• Solid understanding of Windows OS, end-user support, and hardware troubleshooting.
• Experience managing users via Active Directory and Azure.
• Familiarity with Microsoft Intune and Autopilot for device deployment.
• Good working knowledge of Microsoft 365 and Exchange admin.

Desirable (Nice to Have)

• ITIL Foundation certification.
• Experience with Apple laptops and mobile device support (Android & iOS).
• Exposure to Teams Telephony configuration and troubleshooting.