Senior Desktop Engineer

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About us:

King's College London is an internationally renowned university delivering exceptional education and world-leading research. We are dedicated to driving positive and sustainable change in society and realising our vision of making the world a better place. We host more than 33,000 students from over 190 countries around the world.

King's IT End User Services is seeking a Senior Desktop Engineer to join one of our busy Desktop teams. EUS Desktop Services support a wide range of users and their IT requirements, from basic troubleshooting and support to provisioning new kit. We ensure the King's community can rely on good quality, knowledgeable, and proactive help and assistance. We offer a generous pay and benefits package, which includes season ticket loans, bike to work scheme, on-site gyms, and 30 days annual leave, along with several closure days leave.

About the role:

We are looking for a self-motivated, proactive individual with excellent customer service and technical skills who will deliver a first-class user experience for staff and students.

Working within a ticket-based service management framework and appropriate SLAs, the role holder will support all the desktop technology needs of King's College London end users.

As a Senior Desktop Engineer, you will be the technical and customer escalation point for junior team members, help to identify service improvements, and be able to work independently or under the supervision of the Desktop Supervisor. You are expected to train and delegate tasks to junior members of the team. Additionally, you will troubleshoot and/or escalate any issues that could be detrimental to the desktop services we offer.

This is a full-time (35 hours per week) position, and you will be offered an indefinite contract.

About you:

To be successful in this role, we are looking for candidates to have the following skills and experience:

Essential criteria:

1. A+ and Microsoft/Apple certified and/or appropriately experienced.
2. Excellent diagnostic and problem-solving skills.
3. Able to install, configure, upgrade, and test desktop computers (both Windows and Mac), peripherals, and basic office applications.
4. Ability to work under pressure, prioritise own workload, and meet challenging deadlines.
5. Proactive to anticipate, solve problems, and take corrective action where necessary.
6. Excellent communication, liaison, coordination, and documentation skills.
7. Customer-focused approach to service delivery and development.
8. Ability to train, coach, and encourage junior members of the team.

Desirable criteria:

1. An understanding of the research/teaching needs of higher education.
2. ITIL Foundation certification.
3. Membership of an appropriate professional body e.g., BCS.

We pride ourselves on being inclusive and welcoming. We embrace diversity and want everyone to feel that they belong and are connected to others in our community.

We are committed to working with our staff and unions on these and other issues, to continue to support our people and to develop a diverse and inclusive culture at King's.

We ask all candidates to submit a copy of their CV and a supporting statement detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.

To find out how our managers will review your application, please take a look at our 'How we Recruit' pages.