IT Support Engineer / Service Desk Analyst

AWD online; Greater London; Hybrid; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Performance based bonus (up to £4,000)

Training sponsorship

Pluralsight access

Birthday day off

23 days holiday + Bank Holidays

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst to deliver hands-on deskside support at client sites while also providing remote service desk assistance. You’ll troubleshoot Windows 10/11 and Microsoft 365, manage onboarding/offboarding, and resolve business application issues on a mix of on-site and remote work, within an ITIL framework.

You’ll handle ticketing and prioritization, maintain clear updates for customers, and collaborate with MSP teams to ensure high-quality

Qualifications

• Experience in troubleshooting Windows 10/11 and Microsoft 365 apps.
• Experience with Entra ID, Active Directory, Intune and Autopilot administration.
• Experience with DNS and DHCP configuration and troubleshooting.
• Experience working within an ITIL framework, including Incident Management and Service Request Fulfilment.

Responsibilities

• Deskside Technical Support: provide face-to-face support and log incidents via ServiceNow.
• Desktop Troubleshooting: diagnose and resolve Windows issues on user devices.
• Starter/Leaver Support: assist with onboarding and offboarding hardware/software needs.
• Business Application Support: troubleshoot customer-specific business applications and liaise with vendors.
• Client-facing Service: maintain visible onsite presence and promote value of onsite support.
• Ticket/Priority Management: manage queues and priorities to maintain productivity.
• Customer Communication: provide regular updates and clear ticket records.
• Ticket Quality: ensure detailed, accurate ticket information.
• IT Service Mgmt Processes: follow Incident Management, SR Fulfilment, Change/Problem Management.
• ITIL & Service Quality: align with ITIL practices and use systems to support quality.

Skills

2nd line IT support

Windows 10/11

Microsoft 365

Entra ID/AD/Intune

DNS/DHCP

ITIL & SLAs

ServiceNow

English comms

Tools

ServiceNow

Job description

IT Support Engineer / Service Desk Analyst – Onsite and Remote Support

Join a varied, customer-facing IT support role where you’ll provide hands‑on technical assistance across 5–6 dedicated client sites, troubleshoot day‑to‑day technology issues and help keep users productive. Alongside face‑to‑face support, you’ll work with the Service Desk team to provide remote customer support, giving you exposure to both onsite and service desk environments.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Helpdesk Analyst, Second Line Technical Support Engineer, Technical Support Analyst, IT Technician, 2nd Line Support Engineer, Desktop Support Engineer, Desktop Support Technician, Deskside Support Engineer, IT Helpdesk Analyst

SALARY: £34,000 - £37,000 per annum with up to £4,000 Bonus + Benefits

LOCATION: Onsite at London client sites (zones 1-6). When not on a client site, you’ll work from the company’s head office in East London (E1)

JOB TYPE: Full-Time, Permanent

JOB OVERVIEW

The IT Support Engineer / Service Desk Analyst will provide face‑to‑face deskside technical support across dedicated client sites throughout the week, helping end users resolve incidents and requests while delivering a professional and visible onsite service.

Working across hands‑on and remote support, the IT Support Engineer / Service Desk Analyst will troubleshoot Microsoft desktop operating systems, support new starter and leaver requirements, manage ServiceNow tickets and resolve or elevate customer‑specific business application issues.

The IT Support Engineer / Service Desk Analyst will also manage competing ticket priorities, provide regular customer updates and maintain high‑quality ticket information while following Incident Management, Service Request Fulfilment, Change Management and Problem Management processes within an ITIL framework.

DUTIES

Your duties as the IT Support Engineer / Service Desk Analyst include:

• Deskside Technical Support: Provide face‑to‑face technical support to end users and log and classify incidents and requests raised in person or through the ServiceNow ticketing system.

• Desktop Troubleshooting: Diagnose and resolve issues affecting Microsoft desktop operating systems.

• Starter and Leaver Support: Support new starter and leaver processes, including associated software and hardware requirements.

• Business Application Support: Troubleshoot and resolve customer‑specific business application issues where possible, escalating to software vendors and liaising with them when required.

• Client‑Facing Service: Maintain a visible presence at client sites and professionally promote the value of the onsite support service.

• Ticket and Priority Management: Manage your call queue effectively, regularly reviewing priorities and balancing competing demands to maintain strong productivity.

• Customer Communication: Provide customers with regular updates through appropriate channels and the service management platform.

• Ticket Quality: Maintain accurate, detailed and high‑quality written information within support tickets.

• IT Service Management Processes: Follow established Incident Management, Service Request Fulfilment, Change Management and Problem Management processes.

• ITIL and Service Quality: Work in line with the ITIL framework, making effective use of systems to support quality and efficiency and demonstrating strong service standards to Service Desk colleagues.

CANDIDATE REQUIREMENTS

You will need to be comfortable working in a customer‑facing technical support environment across multiple client sites and providing remote support when required.

ESSENTIAL

• Previous experience in a 2nd Line IT Support, Service Desk Analyst or Technical Support Engineer role

• Proven experience of troubleshooting Microsoft Windows 10/11 and Microsoft 365 applications

• Experience with Entra ID, Active Directory, Intune and Autopilot administration

• Experience with DNS and DHCP configuration and troubleshooting

• Experience working within an ITIL framework, including Incident Management and Service Request Fulfilment

• Proven experience of working to SLAs within a structured service desk environment

• Excellent communication and customer service skills with clear written and spoken English

• Ability to prioritise workload, manage competing demands and maintain high‑quality ticket documentation

• Proactive, solutions‑focused approach with strong problem‑solving skills

• Collaborative team player committed to maintaining an inclusive working environment

DESIRABLE

• Experience within a Managed Service Provider (MSP) environment

• ITIL v3 or v4 Foundation certification

• Experience supporting Apple Mac devices

• Knowledge of cyber security best practice and security incident processes

• Experience in an ISO27001 aligned environment

• Experience with Windows Server administration and networking / WiFi troubleshooting

BENEFITS

• Performance based bonus (up to £4,000)

• Industry renowned training and certifications (sponsored)

• Personal development time with access to Pluralsight training platform

• Discretionary company sick pay

• 23 days’ holiday plus Bank Holidays, increasing with length of service

• Day off on your birthday

• Inclusive working environment

And more!