Desktop Engineer

We are seeking a proactive and customer-focused Desktop Support Analyst to join our on-site support team. The ideal candidate will have expertise in Windows 10 and Windows 11, along with hands-on experience supporting a range of hardware devices such as corporate mobile phones, iPads, and other IT peripherals, including meeting room support. This role requires a strong passion for delivering high-quality user experiences, the ability to lead customer-focused initiatives, and adaptability to new technologies. You will provide deskside support and ensure end users receive timely, efficient, and empathetic service. You will be instrumental in ensuring smooth IT operations while driving continuous improvements to support users and business needs. Key Responsibilities

• Provide first- and second-line support to end users in Windows 10 and Windows 11 environments.
• Support hardware devices including corporate mobile phones, iPads, laptops, peripherals, and meeting room equipment.
• Perform desk-side visits for complex or high-touch support requests.
• Provide frontline IT support from AskIT Kiosk / TEC Bar.
• Log, track, and resolve incidents and service requests using a service management platform (e.g., ServiceNow).
• Troubleshoot software and hardware issues, escalating complex problems when required.
• Drive proactive, customer-focused initiatives to enhance user experience.
• Collaborate with IT teams to identify recurring issues and deliver continual service improvements.
• Communicate clearly with end users, explaining technical issues in simple terms.
• Create and maintain knowledge base articles and documentation.
• Participate in onboarding and offboarding processes, including IT inductions and device setup.
• Support meeting room equipment.
• Ensure delivery of support services within agreed operational targets during approved service hours.
• Work with TEC teams to provide customer-focused support across London and the EMEA region.
• Take accountability for personal performance, reviews, appraisals, goals, and objectives.
• Assist team members with resolution of work-related issues.
• Maintain PC build room and store room environments.
• Assist with disposal of end-of-life equipment and device decommissioning.
• Support desk moves and changes.
• Assist the Trade Floor Support team when required.
• Respond to onsite support needs in other offices.
• Provide support to EMEA branch offices as required.
• Maintain flexibility, including occasional weekend working when required (e.g., DR tests, building power downs).

• Minimum 2 years' proven experience in a Desktop Support role.
• Strong expertise in Windows 10 and Windows 11, including troubleshooting and configuration.
• Experience supporting corporate mobile devices (iPhones, Android phones, iPads) and mobile device management.
• Strong customer service skills with the ability to empathize with end users.
• Ability to manage multiple service requests and prioritize in a fast-paced environment.
• Excellent face-to-face communication skills with non-technical users.
• Understanding of ITIL processes and willingness to apply them.
• Willingness to take leadership roles in customer-focused and continuous improvement initiatives.

Desirable Skills / Personal Attributes

• Strong desire to learn and grow technically and professionally.
• Ability to lead by example and take ownership of customer issues.
• Passion for delivering exceptional customer service and user experience.
• Proactive mindset focused on continuous improvement.
• Friendly, approachable, and patient attitude.
• Ability to work independently, manage time effectively, and adapt to changing priorities.