Senior Service Desk Engineer – Global IT Support

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

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.