Senior IT Service Desk Engineer (Hybrid)

Frontline Consultancy; England; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Company enrolled benefits package

Employee Assistance Programme

22 days annual leave + UK bank holiday

Birthday leave

Additional Christmas leave

Pension Scheme after 3 months

Employee of the Month bonus £500

Referral fee £1,000

Job summary

Frontline Consultancy is seeking a Senior Service Desk Analyst to deliver maintenance for incident resolution, requests, and reporting to the centralised Service Desk division. You will handle escalated queries across multiple technologies and participate in some project work.

The ideal candidate has 5+ years IT experience, with 2+ years in 2nd line support, and strong customer-facing communication. This hybrid role covers both home-based and office work in Handforth, with a 37.5 hour week and

Qualifications

• Minimum 5 years’ IT experience, with 2+ years at 2nd line service delivery.
• Experience with Windows 10/11, Windows Server, Exchange, DHCP/DNS, LAN & WAN, VMware/Hyper-V.
• Excellent communication and customer-facing skills; able to translate tech into business terms.

Responsibilities

• Monitor and maintain network and software; respond to tickets.
• Collaborate with other departments, contractors, and staff for compliant operations.
• Identify, categorize, and respond to server and network problems.
• Manage changes, upgrades, improvements, and integrations.
• Monitor device uptime and report on it.
• Communicate with partners and vendors on behalf of the company.
• Recommend infrastructure upgrades for optimal performance.
• Resolve issues remotely using KB articles and customer knowledge.
• Maintain service documentation in ITSM knowledge base.

Skills

Critical thinking

Analytical problem solving

Customer service mindset

Verbal and written communication

Team player

Proactive attitude

Ability to work under pressure

Self-sufficiency

Education

Microsoft certification or equivalent

Tools

Windows 10/11

Windows Server

Microsoft Exchange

DHCP DNS LAN WAN

VMware

Hyper-V

Active Directory Entra

Group Policy

Print & File Server

Backup Exec

Datto

Veeam

Antivirus

PowerShell

Teams VOIP

RMM tools

Remote Desktop

Citrix

Job description

Frontline Consultancy is seeking a Senior Service Desk Analyst to deliver maintenance for incident resolution, requests, and reporting to the centralised Service Desk division. You will handle escalated queries across multiple technologies and participate in some project work.

The ideal candidate has 5+ years IT experience, with 2+ years in 2nd line support, and strong customer-facing communication. This hybrid role covers both home-based and office work in Handforth, with a 37.5 hour week and