Desktop Support Engineer

We are seeking a hands-on Senior Service Desk Engineer with strong Windows administration skills to set up and maintain a test lab environment. Responsibilities include assembling hardware (tills, printers, scanners, PEDs, Zebras), installing the Gold Build, auditing peripherals, maintaining a lab configuration sheet, and configuring Retail/Project PCs. Keep the lab tidy (e.g., label racks/tills). You will create assembly instructions and source installation guidance from the Platforms team. Deskside support expertise in Windows and hardware setup for components like tills, cash drawers, receipt printers, and scanners is essential., * Lead end-to-end handling of high-volume incidents and service requests, achieving >95% first-contact resolution SLAs.

• Assemble lab hardware (tills, printers, scanners, PEDs, Zebras), install Gold Build, and set up Retail/Project PCs.
• Audit lab components, maintain configuration sheets listing all peripherals, and ensure tidy organization (e.g., label racks/tills).
• Collaborate with Service Managers and teams to align operations with business goals; drive improvements via automation, AI tools, and analytics.
• Develop dashboards/reports using Power BI/Tableau; optimize processes with RPA, self-service portals, and ML to cut repetitive tasks by 50%+.
• Provide multi-channel support (phone, email, chat, self-service) with proactive, customer-centric troubleshooting; reduce L3 escalations by 40% via root-cause analysis.
• Manage Active Directory (provisioning, GPOs, Azure AD Connect, privileged access); support Microsoft 365 (Exchange, Teams, SharePoint, etc.).
• Diagnose network issues (DNS, DHCP, VPN, firewalls, SD-WAN, Wi-Fi); handle SCCM/Intune/Autopilot for endpoints.
• Oversee ITSM ticket lifecycle (ServiceNow), knowledge base curation, predictive analytics, and major incident management.
• Use tools like BeyondTrust for secure remote support.

• Graduate with 6+ years as Service Desk personnel in the UK, including 2+ years in senior/lead roles.
• In-depth ITIL-aligned expertise in Incident, Change, Problem, and Knowledge Management.
• Proven service improvements via automation, AI, and data analytics.
• Strong Windows administration for hardware/lab setup (tills, cash drawers, printers, scanners).
• Leadership: Customer obsession (NPS >90), crisis management, mentoring, and team collaboration.
• Soft skills: Resilient, empathetic, professional in high-pressure environments.

Certifications (Mandatory/Preferred)

• ITIL v4 Foundation (mandatory).
• ITIL v4 Managing Professional or higher (strongly preferred).
• Microsoft 365, Azure, or ITSM tools (highly desirable).