Service Desk Engineer L1 - Systems Integrator

Hamilton Barnes Associates Limited; Greater London; Hybrid; GBP 23,938 - 31,411; Full time

Benefits offered by this job

Outside IR35

Hybrid work pattern

Contract extension potential

Job summary

Hamilton Barnes Associates Limited is seeking an IT Service Desk Analyst for an immediate-start contract in London. You will handle incidents, problems and requests within SLA in a healthcare-adjacent IT environment, combining on-site and remote work.

This role offers 3 days on-site at Kensington, London and 2 days remote, outside IR35, with potential contract extension up to 6 months and the chance to build experience in a supportive team.

Qualifications

• Minimum 2 years' experience in IT support.
• Excellent troubleshooting skills.
• Good working knowledge of Windows 7, Windows 10, Windows Server, Active Directory, Exchange.
• Understanding of networking and hardware troubleshooting.
• Competent PC usage skills, specifically Microsoft Office applications.
• Available to start immediately.
• Able to commit to 3 days on-site in Kensington, London, with 2 days remote.

Responsibilities

• Respond to customer incidents and requests logged via email, portal, phone and walk-ups.
• Resolve incidents and requests within SLA, escalating to other resolver groups and vendors where required.
• Administer the problem management process.
• Manage tickets for Incidents, Problems and Requests within the Service Management Tool, ensuring high quality updates.
• Triage and assign tickets, including those logged automatically via email/portal.
• Confirm ticket priority following initial assessment.
• Check on-hold tickets daily and provide customers with progress updates.
• Draft and review knowledge base articles and issue documented user guides.
• Conduct customer satisfaction calls.
• Support continual service improvement across the desk.

Skills

IT support experience

Troubleshooting

Windows OS

Active Directory

Exchange

Networking basics

Office apps

Immediate start

On-site 3 days / week Kensington

Job description

Are you looking for an exciting new opportunity?

Join a leading technology consultancy with decades of experience delivering innovative IT, cloud, networking, cyber security, automation, and digital transformation solutions. Trusted by organisations across a wide range of industries, the organisation helps customers optimise operations, reduce risk, and accelerate business outcomes through tailored technology services.

The successful candidate will join the team on an immediate-start contract, gaining hands‑on experience across incident, problem, and request management within an ITIL-aligned, SLA‑driven service desk environment. They will benefit from a hybrid working model, a competitive outside IR35 day rate, and the opportunity to extend their contract while developing their experience within a supportive, healthcare‑focused IT environment.

Responsibilities

• Respond to customer incidents and requests logged via email, portal, phone and walk-ups
• Resolve incidents and requests within SLA, escalating to other resolver groups and vendors where required
• Administer the problem management process
• Manage tickets for Incidents, Problems and Requests within the Service Management Tool, ensuring high quality updates
• Triage and assign tickets, including those logged automatically via email/portal
• Confirm ticket priority following initial assessment
• Check on-hold tickets daily and provide customers with progress updates
• Draft and review knowledge base articles and issue documented user guides
• Conduct customer satisfaction calls
• Support continual service improvement across the desk

Skills/Must Have

• Minimum 2 years' experience in IT support
• Excellent troubleshooting skills
• Good working knowledge of Windows 7, Windows 10, Windows Server, Active Directory, Exchange
• Understanding of networking and hardware troubleshooting
• Competent PC usage skills, specifically Microsoft Office applications
• Available to start immediately
• Able to commit to 3 days on-site in Kensington, London, with 2 days remote

Benefits

• Immediate start
• Outside IR35 engagement
• Hybrid working pattern (3 days on-site / 2 days remote)
Potential for contract extension up to 6 months
• Exposure to ITIL-aligned service desk processes in a healthcare-adjacent environment
• Supportive, established on-site team

Salary

• £150 per day (Outside IR35)