Senior Service Desk Engineer

YourRecruit; Horsham; On-site; GBP 40,000 - 50,000; Full time

Job summary

YourRecruit (IT) Ltd in the UK is recruiting a Senior Service Desk Engineer to tackle complex issues, own incidents and lead by example across the service desk. This hands-on role involves escalation management and close collaboration with clients.

You will support clients remotely and on-site in London and the South East, monitor systems, maintain documentation and strive to meet SLAs in a growing MSP environment.

Qualifications

• MSP experience essential; third-line support background preferred.
• Senior Service Desk Engineer with ownership and client-facing responsibilities.
• Able to manage competing priorities and deliver against SLAs.

Responsibilities

• Provide technical support across the service desk, from everyday issues through to complex third‑line troubleshooting.
• Take ownership of escalated issues and drive them through to resolution.
• Act as the technical point of responsibility when issues cannot be passed further up the chain.
• Support clients remotely and visit client sites across London and the South East when required.
• Monitor alerts, backups and maintenance tasks; address potential problems proactively.
• Manage tickets, prioritise workloads and keep clients informed with updates.
• Maintain documentation and deliver against agreed service levels.
• Identify service improvements and project work.
• Collaborate with colleagues on installations, changes and projects.

Skills

MSP experience

Troubleshooting

Independent work

Communication skills

Organised

Team player

Job description

Are you an experienced MSP Senior Service Desk Engineer who enjoys tackling technical challenges, taking ownership and being the person others turn to when the buck stops with them?

We are recruiting on behalf of our client, an established and growing IT services business, for a Senior Service Desk Engineer to join its team. This is an opportunity for someone with substantial third-light experience who is ready to take real responsibility for technical issues, client relationships and service delivery.

This is a hands‑on role, not one that sits above the service desk. As Senior Service Desk Engineer, you will be a key member of the team, handling everything from everyday support requests to complex technical escalations. You will be expected to take the lead when needed, while remaining happy to roll up your sleeves and get involved in the day‑to‑day running of the service desk.

What will you be doing?

• Providing technical support across the service desk, from everyday user issues through to complex third‑line troubleshooting.
• Taking ownership of escalated issues and driving them through to resolution.
• Acting as the technical point of responsibility when issues cannot be passed further up the chain.
• Supporting clients remotely and attending client sites across London and the South East when required.
• Monitoring RMM alerts, backup systems and recurring maintenance tasks, identifying and addressing potential problems proactively.
• Managing tickets, prioritising workloads and keeping clients informed with clear, timely updates.
• Maintaining accurate documentation and consistently delivering against agreed service levels.
• Identifying service improvements, preventative maintenance opportunities and project work.
• Working alongside colleagues on installations, technical changes and projects, sharing knowledge and supporting the wider team.

What are we looking for?

Previous experience working within a Managed Service Provider (MSP) is essential, alongside significant experience operating at third‑line level. We are looking for a Senior Service Desk Engineer who has been working at this level for some time and has the technical knowledge, judgement and confidence to take full ownership of challenging issues.

Just as importantly, you will understand that being a Senior Service Desk Engineer does not mean stepping away from the service desk. You will lead by example, support colleagues and remain actively involved in delivering excellent client support.

You will also need:

• Strong troubleshooting and problem‑solving skills across a broad range of IT environments.
• The ability to work independently, make sound technical decisions and see issues through to completion.
• Excellent communication skills, with the confidence to reassure clients and manage challenging situations.
• A proactive, organised approach and the ability to manage competing priorities.
• A genuine team mentality and a willingness to get involved wherever needed.

What is on offer?

A salary of £40,000–£50,000, depending on experience, and the opportunity to join a growing team where your technical expertise, judgement and contribution will genuinely matter.

Applicants must be eligible to work in the UK indefinitely and without sponsorship.

YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.