Senior Desktop Support Engineer – 2nd Line ITIL Expert

Together - loans, mortgages & finance; Cheadle; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

26 days holiday

Birthday day off

Company holiday homes

Buy & sell holidays

Discretionary annual bonus

Shared Reward Bonus

Matched pension contribution

Health cash plan

Private medical insurance

Life assurance and Critical illness

Travel season ticket loans

Ride to work scheme

Gym access

Bar/restaurant discounts

Job summary

Together in Cheadle is seeking an experienced Desktop Support Engineer to join our Service Desk. You will provide technical support to colleagues, troubleshoot incidents, and manage requests from start to finish, ensuring SLAs are met.

You will mentor teammates, create knowledge articles, and participate in IT projects while maintaining secure, compliant IT services for a UK-wide user base.

Qualifications

• This role requires an experienced Desktop Support Analyst, not junior.
• Solid ability to resolve incidents with tight timescales and changing priorities.
• Experience in an ITIL-aligned environment and strong technical documentation skills.

Responsibilities

• Provide technical support to colleagues across the business via phone, email, remote support, and face-to-face interactions.
• Own incidents from start to finish and manage the support queue to meet SLAs.
• Maintain ticket records and manage IT assets and licences.
• Support onboarding, offboarding and RBAC processes.
• Create and maintain knowledge articles to improve team effectiveness.
• Contribute to IT projects and deployment of new technologies.
• Identify opportunities to improve services, processes and the colleague experience.

Skills

Desktop support

2nd line support

ITIL

Tools

Windows Server

Active Directory

Group Policy

DNS

DHCP

Exchange Online

Windows 11

VPN

Remote Desktop services

MECM

VMware

Intune

Autopilot

Microsoft 365

RBAC

Backup (Evault/Rubrik)

Mac devices

Encryption software (Sophos)

PowerShell

Job description

Together in Cheadle is seeking an experienced Desktop Support Engineer to join our Service Desk. You will provide technical support to colleagues, troubleshoot incidents, and manage requests from start to finish, ensuring SLAs are met.

You will mentor teammates, create knowledge articles, and participate in IT projects while maintaining secure, compliant IT services for a UK-wide user base.