Senior Service Desk Engineer

Context Recruitment Limited; Greater London; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

Context Recruitment Limited is recruiting a Senior Service Desk Engineer for a 12-month fixed-term contract in London with hybrid working. You’ll handle 2nd line support for a large UK user base, resolving complex incidents and contributing to IT projects while collaborating with infrastructure and vendor teams.

The role requires strong Service Desk experience, solid knowledge of Windows 10/11, Microsoft 365, Active Directory and ITIL practices.

Qualifications

• Strong experience within a Service Desk, IT Support or 2nd Line Support environment.
• Good technical knowledge of Windows environments and Microsoft 365.
• Experience with Active Directory and basic networking concepts.
• Familiarity with ITIL processes and enterprise ITSM platforms.

Responsibilities

• Provide 2nd line technical support across a Microsoft-based IT environment.
• Troubleshoot hardware, software and connectivity issues to resolution.
• Log, manage and document incidents and changes in ServiceNow.
• Support device deployments and technology rollouts within projects.

Skills

Service Desk

2nd Line Support

Windows 10/11

Microsoft 365

Active Directory

ServiceNow

ITIL

Networking basics

Tools

ITSM (ServiceNow)

Job description

Senior Service Desk Engineer - 12 Month FTC

London - Hybrid Working
£45,000 - £50,000

We're working with a well-known, public-facing organisation to recruit a Senior Service Desk Engineer on an initial 12-month fixed-term contract.

Supporting an organisation of circa 2.5k IT end users across multiple UK sites, you'll join a small and highly capable IT team providing hands‑on 2nd line technical support across end‑user computing, infrastructure, Microsoft technologies, business systems and telephony.

You'll take ownership of more complex technical issues escalated through the Service Desk, troubleshooting through to resolution while working closely with infrastructure teams, application teams and third‑party technology providers.

Alongside BAU support, you'll contribute to a range of IT projects and improvement initiatives, including device deployments, upgrades and wider technology change.

Core Responsibilities

• Provide 2nd line technical support across a broad Microsoft-based IT environment, taking ownership of incidents and service requests through to resolution


• Troubleshoot and resolve more complex hardware, software, endpoint, Microsoft 365 and infrastructure‑related issues


• Manage escalated incidents within agreed SLAs, ensuring high standards of service and accurate documentation throughout


• Log, manage and maintain incidents, requests and changes within ServiceNow


• Administer Microsoft 365 and Active Directory, including user accounts, permissions, access and group management


• Support the configuration, deployment and ongoing management of laptops, desktops, mobile devices and other endpoints


• Troubleshoot Windows desktop and Windows Server‑related issues


• Diagnose basic networking and connectivity issues across DHCP, DNS and TCP/IP


• Perform security administration and access‑management activities


• Support IT projects including laptop builds, deployments, upgrades and technology rollouts


• Work closely with internal technical teams and third‑party suppliers to resolve complex incidents


• Identify recurring issues and contribute to problem management, documentation and continual service improvement


• Maintain technical documentation and knowledge articles to support the wider IT function

Skills & Experience

• Strong experience within a Service Desk, IT Support or 2nd Line Support environment


• Good technical knowledge of Windows 10/11, Microsoft 365 and Active Directory


• Experience supporting Microsoft Windows Server‑based infrastructure


• Previous experience using ServiceNow or a similar enterprise ITSM platform


• Experience troubleshooting complex end‑user hardware, software and connectivity issues


• Experience configuring and administering laptops, desktops, mobile phones and tablets


• Good understanding of networking fundamentals including DHCP, DNS and TCP/IP


• Experience working within an ITIL‑aligned environment, with knowledge of Incident, Problem and Change Management


• Experience contributing to IT projects, deployments or technology rollouts


• Strong troubleshooting skills with the ability to take ownership of technical issues through to resolution


• Excellent communication skills and the ability to support users and stakeholders at all levels


• A proactive, positive approach with the ability to work effectively within a busy and varied technical environment

London - Hybrid Working
£45,000 - £50,000
Must be eligible to work in the UK.