Desktop Support Engineer

Desk Support Engineer

Join us at our vibrant London City Office as a Desk Support Engineer and become a key player in our dynamic Digital Transformation team. This is more than just desktop support - it's about owning the full lifecycle of incident management, solving hardware, software, and network challenges with confidence and care. You'll collaborate closely with our brilliant Support Services team to tackle complex issues and work hand-in-hand with our IT Asset and Security Manager to manage service requests seamlessly. If you thrive in client-facing roles and love turning tech talk into clear, friendly guidance, this is your moment. We're looking for someone who builds trust, brings energy, and genuinely enjoys helping people - because here, relationships matter just as much as resolutions. Travel to other regional sites may be required.

You will also be responsible for attending weekly asset meetings to ensure the London office is stocked with the required equipment. This includes managing the return of items and coordinating with relevant teams to maintain inventory levels.

Key Responsibilities

Technical Support

• Provide desktop support to end-users, resolving hardware, software, and network issues.
• Diagnose and troubleshoot incidents and service requests.
• Collaborate with other IT teams to resolve complex issues.
• Occasional planned & ad-hoc visits to multiple Hollis sites.

Incident Management

• Take ownership of incidents, ensuring timely resolution and effective communication with end-users.
• Escalate issues to higher-level support or other teams as necessary, maintaining clear and concise incident records.

Problem Management

• Identify and manage IT problems, reducing business disruption and enhancing customer service.

Customer Service

• Deliver exceptional customer service, maintaining a positive and professional manner.
• Communicate technical solutions in user-friendly language.
• Provide end-user guidance and assistance as needed.

Documentation

• Maintain accurate and up-to-date documentation for all support activities.
• Contribute to the knowledge base by documenting solutions to common issues.

Collaboration

• Collaborate with first line support analysts to improve first-time resolution rates.
• Work closely with other IT teams to enhance overall system performance and reliability.

Experience, Qualifications and Skills Required

• Thorough understanding of:
• Windows 11
• Active Directory, Group Policy, DNS, Azure AD
• Microsoft Office 365 Suite
• Microsoft Intune MDM
• Troubleshooting laptops and desktops
• Antivirus and antimalware solutions
• Minimum 3 years' experience in IT support
• ITIL Foundation or good understanding of the framework
• Passion for IT and professional growth
• Ability to identify problem trends and escalate as needed
• Customer-focused with excellent interpersonal, verbal, and written communication skills
• Ability to work to tight timescales and manage competing priorities
• Strong problem-solving and troubleshooting skills
• Excellent time management and scheduling skills
• Good organisation, prioritisation, and teamwork
• Ability to interpret and follow technical procedures
• Experience using help desk/incident management applications