Senior Service Desk Engineer (3rd Line)

Morson Edge; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading consulting firm in London is seeking a Senior Service Desk Engineer to deliver high-quality technical support. The role requires expertise in Microsoft technologies, Azure, and strong leadership ability. You will work on-site three days per week with a competitive daily rate of £400-£450, ensuring adherence to ITIL processes and promoting service excellence.

Qualifications

• Proven experience providing 3rd Line support for complex incidents and service requests.
• Hands-on experience with Azure Active Directory, Microsoft 365, Intune, and networking principles.
• Ability to lead or improve service desk performance effectively.

Responsibilities

• Provide advanced technical support across the Microsoft stack.
• Support and manage Azure services and oversee change control processes.
• Mentor junior service desk staff and maintain technical documentation.

Skills

Microsoft technologies expertise

Azure knowledge

Change control

Networking

ITIL processes understanding

Communication skills

Mentoring ability

Education

ITIL Foundation certification

Tools

PowerShell

Ivanti Neurons

Job description

Senior Service Desk Engineer (3rd Line) - £400-£450 per day - Inside IR35 - 3 days per week on site near Euston Station - 6 months initial contract

My client is looking for a Senior Service Desk Engineer to play a pivotal role in delivering high‑quality technical support and driving service excellence across the organisation.

This is a hands‑on, senior technical position suited to someone with strong expertise in Microsoft technologies, Azure, networking, and change control, who can also bring leadership, mentoring, and process improvement to a busy service desk environment.

The successful candidate will either have experience leading a service desk team with strong technical depth or possess expert‑level technical skills combined with a solid understanding of ITIL practices and service performance improvement.

Key Responsibilities

• Provide advanced technical support across the Microsoft stack, including Active Directory, Exchange, and Microsoft 365.
• Support and manage Azure services including virtual machines, networking, and identity management.
• Implement and oversee change control processes to ensure stability and compliance.
• Collaborate closely with the Service Desk Manager and other IT teams to ensure seamless service delivery.
• Monitor and report on service desk performance metrics, identifying areas for improvement.
• Contribute to the development and maintenance of technical documentation and knowledge base articles.
• Mentor junior service desk staff and support their technical development.
• Ensure adherence to ITIL processes including Incident, Request, Problem, and Change Management.
• Act as the go‑to engineer during Major Incidents, including producing Root Cause Analyses (RCAs) and Reports for Outages (RFOs).

Required Skills & Experience

• Proven experience providing 3rd Line (expert‑level) support for complex incidents and service requests.
• Strong technical expertise in Microsoft technologies and the Microsoft Cloud Stack: Azure, WVD, Endpoint Manager.
• Hands‑on experience with:
  • Azure Active Directory (Identity, MFA, Conditional Access)
  • Microsoft 365, Intune, Endpoint Management, MDM
  • Scripting (PowerShell)
  • DNS, DHCP, VPN, and general networking principles
• Exposure to firewall administration, VPN setup, and network troubleshooting.
• Experience with ITSM platforms and reporting tools (Ivanti Neurons experience is a bonus).
• Strong understanding of security best practices (ISO27001, GDPR, Cyber Essentials).
• Experience working in a Managed Service Provider (MSP) or busy service desk environment within an ITIL‑driven framework.
• Proven experience in either leading a service desk team or improving service performance through technical initiatives.
• Excellent communication and stakeholder engagement skills.
• Ability to work independently and collaboratively in a fast‑paced, evolving environment.
• ITIL Foundation certification preferred.

Team Collaboration

• Act as a technical mentor and escalation point for junior engineers.
• Collaborate with peers to ensure smooth and efficient resolution of tickets.
• Promote an inclusive, supportive, and customer‑focused service culture.
• Maintain excellent communication skills, both written and verbal, and deliver outstanding customer service at all times.

Success Metrics

• Reduction in incident resolution time and escalation rates.
• Improved service desk performance and customer satisfaction scores.
• Successful implementation of technical improvements and automation initiatives.
• Strong collaboration with other IT teams and business stakeholders.
• Increased technical capability and resilience within the service desk team.

Nice to Have

• Experience with Ivanti Neurons.