Senior Service Desk Engineer

Cvent, Inc.; Greater London; On-site; GBP 42,000 - 64,000; Full time

Job summary

Cvent, Inc. in London is seeking a Senior Service Desk Engineer to ensure secure, reliable IT support for UK, Europe, and global needs. You will be the escalation point for complex issues, triage and resolve across Windows, macOS, VPN, and collaboration tools, and collaborate with multiple IT teams to standardize and automate support.

You will help maintain asset lifecycle, contribute to knowledge content, and participate in on-call coverage and continuous improvement initiatives.

Qualifications

• Experience in enterprise IT support and service desk roles.
• Experience resolving complex end-user issues and escalations.
• Hands-on experience with Windows 11 and macOS in an enterprise environment.
• Experience with endpoint-management tools (Intune, Jamf Pro, ConfigMgr, Workspace ONE).
• Knowledge of identity/access management concepts (AD, Entra ID, SSO, MFA).
• Experience with Microsoft 365, VPN/remote access, SaaS apps.
• Experience using ITSM platforms (Jira Service Management) with workflows and SLAs.
• Strong troubleshooting across endpoints, networking, AV, and peripherals.
• Knowledge of endpoint-security practices (patching, encryption, EDR).
• Experience managing IT assets lifecycle from purchase to disposal.
• Excellent communication, customer service, and ability to work in global, fast-paced environments.
• Ability to travel up to 5% of the time.

Responsibilities

• Support employees in the UK and Europe; contribute to global Service Desk.
• Escalate and drive resolution for high-impact incidents and requests.
• Diagnose and resolve IT issues including Windows/macOS, VPN, AV, and printers.
• Manage end-to-end device lifecycle and asset audits.
• Create knowledge articles, runbooks, and self-service guidance.
• Communicate clearly with users and provide timely status updates.
• Collaborate with IT teams and external vendors to coordinate resolutions.

Skills

Customer service

Analytical skills

Communication

Problem solving

Team collaboration

Travel readiness

Education

Bachelor’s degree in Information Technology/Computer Science

Tools

Jira Service Management

Microsoft Intune

Jamf Pro

Microsoft Configuration Manager

Workspace ONE

Active Directory

Microsoft Entra ID

Job description

Overview:

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

Our Culture and Impact

Cvent’s strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI‑powered collaboration, we’d love to meet you.

Cvent is seeking a customer‑focused, technically strong Senior Service Desk Engineer to join our London office as part of our Global Service Desk team. This senior individual‑contributor role delivers a secure, reliable, and seamless technology experience for Cventers in the United Kingdom, across Europe, and globally when needed.

You will serve as a technical escalation point for the Service Desk and own complex employee technology issues from initial triage through durable resolution. You will combine hands‑on troubleshooting with clear communication, sound judgment, and a continuous‑improvement mindset across endpoints, identity and access, collaboration, connectivity, workplace technology, and IT assets.

You will partner with Enterprise Services, Information Security, Network and Infrastructure, Corporate Systems, CRM, AV, Facilities, regional IT teams, and external vendors to improve service quality, strengthen security and endpoint compliance, reduce recurring incidents, and build scalable support capabilities through standardization, automation, and documentation.

In This Role, You Will:

• Support employees in the UK and across Europe, while contributing to global Service Desk
• Partner with Office Leadership, Human Resources, and the Office Manager to maintain a safe, productive, and well‑supported office environment.
• Serve as a senior escalation point for complex Service Desk incidents, requests, and technical questions; drive investigation, resolution, and follow‑up communication for high‑impact issues.
• Diagnose and resolve employee IT issues involving access and login problems, Windows and macOS laptops, enterprise software, peripherals, printers, mobile devices, basic networking, DNS, VPN and remote access, collaboration tools, AV, and conference‑room technology.
• Triage, prioritize, document, resolve, route, and escalate incidents and service requests; gather complete troubleshooting details and meet defined ticket SLAs and service‑quality standards.
• Communicate clearly with users throughout each case, provide timely status updates and viable workarounds, record resolution notes and time worked, and close tickets accurately.
• Troubleshoot and administer identity and access services, including Active Directory and/or Microsoft Entra ID, account lifecycle activities, group membership, SSO, MFA, and application‑access issues.
• Provision, configure, deploy, maintain, recover, and refresh employee devices through the full endpoint lifecycle, including onboarding, repair and replacement, operating‑system and application deployment, patching, encryption, endpoint‑security tooling, and compliance remediation.
• Own and support end‑to‑end IT asset lifecycle activities, from purchasing and vendor coordination through receiving, inventory, asset assignment, audits, reporting, repair, recovery, secure retirement, and responsible recycling or disposal.
• Prepare and image or enroll laptops, support new‑hire onboarding and offboarding, manage office hardware inventory, and assist with asset audits and reporting.
• Apply ITSM best practices across incident, request, problem, change, knowledge, and asset management; identify recurring issues, contribute to root‑cause analysis, and implement or recommend lasting corrective actions.
• Support incident response and outage communications, monitor the ISHelp Slack channel, and participate in an on‑call rotation and critical‑incident coverage outside standard business hours as required.
• Build and maintain high‑quality knowledge articles, self‑service guidance, runbooks, troubleshooting guides, and standard operating procedures that help employees and Service Desk engineers resolve issues consistently.
• Use service data, ticket trends, customer feedback, and operational metrics to improve responsiveness, first‑contact resolution, ticket quality, backlog health, mean time to resolution, asset accuracy, incident readiness, and employee experience.
• Identify and automate repetitive support work using scripting, endpoint‑management tools, workflow automation, and emerging AI‑enabled support capabilities where appropriate.
• Partner with Information Security to support secure endpoint and access practices, including least privilege, MFA, patching, encryption, EDR/anti‑malware, device compliance, secure asset handling, and timely escalation of suspected security events.
• Partner with Networking, Security, Corporate Systems, CRM, AV, Facilities, Infrastructure, and other IT teams; escal… coordinate resolution across teams and vendors.
• Help maintain reliable AV, wireless, conferencing, and workplace technology for the London office, assigned European locations, and remote employees.
• Participate in and make substantial contributions to office build‑outs, office moves, expansions, workplace‑technology refreshes, endpoint initiatives, migrations, automation, and process‑improvement projects.
• Travel to other Cvent locations up to 5% of the time as business needs require.
• Provide professional, empathetic, and timely support to employees at all levels, including high‑touch support for senior leaders when needed.
• Perform other duties as assigned

Success in this role means combining excellent customer service, advanced technical troubleshooting, IT service and incident management, endpoint and asset support, and continuous improvement. You will be successful when you consistently deliver responsive, high‑quality support; maintain strong customer satisfaction and ticket quality; improve mean time to resolution and first‑contact resolution; keep asset records accurate; contribute to incident readiness; and create knowledge, automation, and process improvements that prevent recurring employee technology issues.

Here’s What You Need:

Required Qualifications

• Demonstrable progressive experience in enterprise IT support, Service Desk, desktop support, endpoint engineering, or a comparable technical support role.
• Demonstrated experience independently resolving complex end‑user technology issues and serving as a technical escalation point.
• Strong hands‑on experience supporting Windows 11 and macOS in an enterprise environment.
• Experience with endpoint‑management tools such as Microsoft Intune, Jamf Pro, Microsoft Configuration Manager, Workspace ONE, or equivalent platforms.
• Working knowledge of identity and access‑management concepts and tools, including Active Directory, Microsoft Entra ID, SSO, MFA, group or role management, provisioning, and deprovisioning.
• Experience supporting Microsoft 365, collaboration platforms, video conferencing, VPN or remote‑access solutions, and common SaaS applications.
• Experience using an ITSM platform, preferably Jira Service Management, including ticket workflows, queues, SLAs, automation, permissions, integrations, knowledge management, and reporting.
• Strong troubleshooting skills across endpoint hardware, operating systems, basic networking, DNS, remote access, AV, conferencing, and peripheral devices.
• Working knowledge of endpoint‑security practices, including patching, encryption, endpoint detection and response, anti‑malware, device compliance, and secure asset handling.
• Experience managing IT assets across their lifecycle, including purchasing, inventory, auditing, reporting, recovery, secure retirement, and recycling or disposal.
• Excellent analytical, written, and verbal communication skills, including the ability to explain complex technical issues clearly to nontechnical employees and stakeholders.
• Strong customer‑service mindset, ownership, prioritization, attention to detail, and ability to remain composed during high‑impact incidents.
• Ability to work independently and collaboratively in a fast‑paced, global environment.
• Ability to travel up to 5% of the time.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent practical experience is welcome.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, or Security+, Microsoft Endpoint Administrator.
• Strong understanding of ITSM practices, including incident, request, problem, change, knowledge, and asset management.
• Experience automating support workflows using PowerShell, Bash, Python, or comparable scripting and automation tools.
• Experience supporting executive stakeholders, geographically distributed offices, hybrid employees, or a global Service Desk operation.
• Experience creating operational dashboards or reports and using service metrics to identify opportunities for improvement.
• Experience supporting conference‑room, AV, wireless, and office‑technology environments.
• Familiarity with AI‑driven IT support tools, such as intelligent ticket routing, support chatbots, knowledge suggestions, predictive analytics, or automated remediation.