VIP 2nd Line Desktop Engineer - IT & Modern Workplace

Quilter plc; Greater London; On-site; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Holiday 26 days

Pension scheme

Private medical insurance

Life assurance 4x salary

Income protection 75%

Incentive scheme

Job summary

Quilter plc in London is seeking a Level 2 Technology Delivery Centre Analyst to deliver day‑to‑day IT end‑user services and act as a key escalation point for desktop issues. You will diagnose, troubleshoot, and resolve hardware, software, mobile, and collaboration challenges while maintaining high customer service standards.

You will own incidents to resolution and collaborate with 1st line, infrastructure, and third‑party teams, contributing to improvements and documentation.

Qualifications

• 2nd line IT desktop support experience.
• Experience with Microsoft Intune and mobile device management.
• ITIL‑aligned environment knowledge desirable.
• Strong customer care mindset and communication.
• Experience in the financial sector is advantageous.

Responsibilities

• Deliver day‑to‑day IT end‑user services and act as escalation point for desktop issues.
• Diagnose, troubleshoot and resolve hardware, software, mobile, collaboration and workplace tech issues.
• Own incidents and service requests through to resolution with 1st line, infrastructure and third‑party teams.
• Contribute to service improvements, knowledge sharing and end‑user experience enhancements.
• Document technical procedures and user guides to support knowledge sharing.
• Participate in IT projects, upgrades and rollouts and ensure security and data protection compliance.

Skills

2nd line desktop support

Microsoft Intune

Desktop/Laptop/Mobile tech

Networking

Customer service mindset

Communication skills

ITIL awareness

ServiceNow familiarity

Tools

ServiceNow

Intune

Job description

Quilter plc in London is seeking a Level 2 Technology Delivery Centre Analyst to deliver day‑to‑day IT end‑user services and act as a key escalation point for desktop issues. You will diagnose, troubleshoot, and resolve hardware, software, mobile, and collaboration challenges while maintaining high customer service standards.

You will own incidents to resolution and collaborate with 1st line, infrastructure, and third‑party teams, contributing to improvements and documentation.