Senior IT Service Desk Engineer – AI-Driven Support

Cvent, Inc.; City Of London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Cvent, Inc. in London is seeking a Senior Service Desk Engineer to deliver secure, reliable IT support for UK, Europe, and global needs.

You will act as a technical escalation point, troubleshoot Windows/macOS, identity and access, endpoint lifecycle, and incident management, while driving automation and knowledge base improvements. You will partner with security, networks, CRM, facilities, and regional IT teams, and support on-call rotations and high-visibility incidents to ensure excellent

Qualifications

• Progressive experience in enterprise IT support or Service Desk.
• Independent resolution of complex end-user issues as a technical escalation point.
• Strong hands-on experience with Windows and macOS in an enterprise environment.
• Experience with endpoint-management tools (Intune, Jamf Pro, ConfigMgr, Workspace ONE).
• Knowledge of identity and access management concepts (AD, Entra ID, SSO, MFA).
• Experience with Microsoft 365, collaboration tools, video conferencing, VPN/remotes, and SaaS apps.
• Familiarity with ITSM platforms (Jira Service Management).
• Excellent written and verbal communication; ability to explain technical issues to non-technical staff.

Responsibilities

• Support employees in the UK and Europe, and contribute to global Service Desk.
• Coordinate with Office Leadership and HR to ensure a safe, productive office environment.
• Serve as senior escalation point for complex incidents and requests; drive investigation and resolution.
• Troubleshoot IT issues including Windows/macOS, software, peripherals, networking, VPN, and AV.
• Manage identity and access services including AD/Entra ID, SSO, MFA, provisioning and deprovisioning.
• Administer full endpoint lifecycle: device provisioning, deployment, patching, encryption, and compliance.
• Oversee IT asset lifecycle: purchasing, inventory, audits, reporting, and disposal.
• Maintain knowledge articles, runbooks, and SOPs; develop self-service guidance and automation.

Skills

Enterprise IT support

Escalation point

Windows support

macOS support

Identity & access

ITSM tools

Customer service

Communication

On-call support

End-user training

Education

Bachelor’s degree in IT/CS

Tools

Jira Service Management

Microsoft Intune

Jamf Pro

Configuration Manager

Workspace ONE

Job description

Cvent, Inc. in London is seeking a Senior Service Desk Engineer to deliver secure, reliable IT support for UK, Europe, and global needs.

You will act as a technical escalation point, troubleshoot Windows/macOS, identity and access, endpoint lifecycle, and incident management, while driving automation and knowledge base improvements. You will partner with security, networks, CRM, facilities, and regional IT teams, and support on-call rotations and high-visibility incidents to ensure excellent