Service Desk Engineer

Morgan Law; Greater London; On-site; GBP 30,000 - 38,000; Full time

Job summary

Morgan Law in London are seeking a Service Desk Engineer on a permanent basis, based in Central London four days per week. You will deliver first and second-line IT support across Microsoft 365 and end-user devices to keep services reliable for staff and events.

You will work closely with the IT Service Delivery Manager to resolve incidents, maintain documentation, and assist with basic server and network tasks as part of a small, collaborative IT team.

Qualifications

• Experience administering Microsoft 365 including Exchange.
• Experience providing customer-focused first/second-line IT support.
• Experience using an IT service management system to manage incidents and requests.
• Experience administering Windows Server services (DHCP, DNS, print) and Active Directory.
• Experience supporting Microsoft Teams and Teams Phone features.
• Microsoft 365 Fundamentals certification.

Responsibilities

• Provide first and second-line technical support, resolving incidents per SLAs.
• Diagnose hardware, software, Microsoft 365 and connectivity issues; escalate when needed.
• Use ITSM system to record, update and resolve incidents with clear notes.
• Support deployment/management of laptops and mobile devices.
• Assist joiners, movers and leavers with devices, accounts and access.
• Maintain IT asset/configuration data and contribute to user guides.
• Support infrastructure monitoring and routine maintenance activities.
• Assist with server infrastructure and out-of-hours maintenance when required.
• Collaborate with IT teams and third parties to resolve issues.
• Participate in meetings and professional development to align with goals.

Skills

Microsoft 365

IT support

End-user devices

Network troubleshooting

Windows Server

Active Directory

ITSM systems

Tools

ITSM system

Job description

A Charity in London are seeking a Service Desk Engineer on a permanent basis to join the team. The role is based in Central London 4 days a week.

Our IT services, including our IT infrastructure, are key to many important areas of work within the organisation and to the smooth running of events and ceremonial occasions.

Working closely with the IT Service Delivery Manager, you will provide effective technical support to colleagues across the organisation, helping to ensure that IT services and end-user technology are reliable, secure and well supported. You will provide first and second-line technical support across Microsoft 365, end-user devices, networking and associated IT services, escalating more complex infrastructure issues where appropriate.

Responsibilities

• Provide first and second-line technical support to colleagues, resolving incidents and service requests in accordance with agreed service levels.


• Diagnose and resolve hardware, software, Microsoft 365, connectivity and end-user device issues, escalating more complex infrastructure issues where appropriate.


• Use the IT service management system to accurately record, update and resolve incidents and service requests, maintaining clear technical and customer-facing notes.


• Support the deployment, configuration and ongoing management of laptops, mobile devices and other end-user technology.


• Support joiner, mover and leaver activities, ensuring users receive appropriate devices, accounts and access.


• Maintain accurate IT asset and configuration information and contribute to user guidance and knowledge articles.


• Support the configuration, maintenance and monitoring of IT infrastructure within the scope of the role, escalating more complex issues where appropriate.


• Assist with the support of server infrastructure and planned out-of-hours maintenance where required and agreed.


• Support routine infrastructure monitoring, maintenance, backup and recovery activities as required by the Infrastructure and Operations team.


• Collaborate with the Infrastructure and Operations team, third-party suppliers and service providers to diagnose and resolve issues relating to networks, servers, hardware, software and other IT services.


• Assist with the implementation of hardware, network and system upgrades and new configurations


• Actively participate in and contribute to an ongoing process of team meetings, general staff meetings and professional development strategies to ensure your work is consistent with organisational goals and to provide input using your technical expertise.

Experience

• Experience of administrating a Microsoft 365 environment including Exchange


• Experience of providing customer-focused first and/or second-line IT support in an organisational environment.


• Experience of using an IT service management system to manage incidents and service requests


• Experience of administering Windows Server services and features such as DHCP, print services, DNS and Microsoft Active Directory.


• Experience of supporting Microsoft Teams, including Teams Phone, Teams-enabled meeting rooms and associated collaboration services


• Microsoft 365 Certified: Fundamentals