Service Desk Engineer

CF Pathways Limited; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the energy sector is seeking a Service Desk Engineer to provide IT support and manage customer queries. This role involves working closely with a technical team to ensure smooth operations for over 300 users. The ideal candidate will have experience in help desk support and be proficient in Italian, contributing to a dynamic and innovative environment.

Benefits

25 days annual leave

Discretionary commission/bonus scheme

Company pension scheme

Life and medical insurance

Employee Assistance Program

Cycle to work scheme

Family-friendly policies

Access to perk-box benefits package

Qualifications

• Ideally 1 – 2 years of experience in a help desk support role.
• Proficiency in Italian is required.
• Technical background and ongoing interest in technology.

Responsibilities

• Provide full-time on-site IT support to over 300 end users.
• Log and respond to customer tickets in a timely manner.
• Maintain and monitor IT systems including remote and cloud solutions.

Skills

Customer Service

Troubleshooting

Multi-tasking

Tools

Microsoft 365 Suite

Intune

Windows 10+

PowerShell scripting

Bash scripting

VPN

SSO

MFA technologies

Job description

Join to apply for the Service Desk Engineer role at CFP Energy

About us:

Our mission is to facilitate the transition to a low-carbon economy by providing innovative financial solutions to our clients.

We are a dynamic, award-winning energy and sustainability group leading in environmental innovation. We support large-scale energy consumers, guiding small businesses to corporate giants on their journey to net zero emissions, managing risks, and supplying vital power and gas resources. We also pioneer new businesses and energy investment opportunities.

Role:

You will be part of a technical team providing operational support to end users and a software development team. This role is ideal for someone with support experience seeking to grow within a dynamic organization.

Your responsibilities include providing on-site IT support, working with senior team members, and supporting over 300 end users across various locations. You will maintain and monitor IT systems, including remote, cloud-based, and on-premises solutions, resolve technical issues promptly, manage tickets, and document processes.

Key responsibilities:

• Serve as the first point of contact for customer tickets related to software or hardware via email, phone, or face-to-face interactions.
• Monitor and update the ticketing system for overdue or unresolved tickets.
• Escalate unresolved issues appropriately.
• Route problems to the correct resources.
• Update customer data and generate activity reports.
• Guide customers through troubleshooting steps.
• Follow up to ensure issues are resolved, providing feedback and maintaining customer satisfaction.
• Record, document, and close issues properly.
• Suggest procedural improvements and enhance knowledge of help desk procedures and technologies.
• Educate end users on best practices.
• Require 1–2 years of help desk support experience, a technical background, and knowledge of help desk software, databases, and remote tools.
• Proficiency in Italian (written and spoken) is required to communicate with our Italian software providers.
• Willingness to learn new technologies, troubleshoot, multitask, and adopt a security-first mindset.
• Experience with technologies such as Microsoft 365, Intune, Defender, Windows 10+, PowerShell, Bash, VPN, SSO, MFA is a plus.

Benefits:

• 25 days annual leave plus bank holidays.
• Discretionary bonus scheme.
• Company pension, health and life insurance, eyecare, Employee Assistance Program, cycle to work, family policies, and perks.

Additional info:

We are committed to equal opportunities, fairness, dignity, and respect in the workplace.

Seniorities and employment:

• Associate level, full-time role in IT and services for renewable energy industries.