IT Service Desk Engineer

We are seeking a Provisioning (Change Management) Service Desk Engineer to join our dedicated Provisioning team focused on client IT change requests from password changes, user on-boarding and off boarding, MDM profile builds, device builds to SAR requests ensuring accuracy, consistency, and exceptional customer service.

You will be working to a high volume of technical daily tickets, following detailed client processes and collaborating with both internal client IT teams and external users. This is not a First Line Helpdesk role, it suits someone who thrives in a planned, measurable environment rather than reactive troubleshooting., * Execute user IT change requests including Microsoft 365, MFA, and Intune setups

• Manage user creation, decommissioning, permissions, and password resets
• Follow structured client procedures and update tickets in real time
• Communicate with end users by phone, email and the ticket
• Update ticket status and work completed real time in our PSA (ConnectWise).
• Work collaboratively with the Provisioning Coordinator to manage ticket allocation
• Identify and report process gaps to help improve workflows and documentation
• Maintain consistent performance managing 20 to 30 tickets per day

• Strong technical knowledge of Microsoft 365, MFA, Intune, Windows 11
• Experienced using Autopilot, Anti Virus (TrendMicro), Unifi WIFI and Switches
• Confident communicator with excellent written and verbal skills
• Accurate, process driven, and comfortable with repetitive, structured work
• Proven experience ideally in an MSP or multi-client IT environment preferred.
• Reliable, resilient, and focused on service excellence, * Are you happy to commute to King's Lynn at least one day per week?
• Are you comfortable spending your first four weeks at the King's Lynn office as part of the induction?

Experience:

• IT Service Desk: 2 years (required)
• Microsoft 365 Administrator: 2 years (required)

Pulled from the full job description

• Annual leave
• Company pension
• Casual dress
• On-site parking, * £27,000-£30,000 basic salary (DOE)
• 25 days annual leave plus UK bank holidays
• Contributory pension scheme
• Personal Training Plan
• Health insurance
• Hybrid working model
• Regular 1:1 and performance feedback
• Laptop and home working IT equipment
• Regular Team Socials

Working Location:

• Based at our modern innovation centre just off the A47 in King's Lynn
• Typically one anchor day per week in the King's Lynn office with the Provisioning team
• Remaining days office or home working (subject to business needs)
• Additional days in the King's Lynn office maybe required for physical device builds

Interview Process:

• 30-minute Microsoft Teams interview
• 60-minute face-to-face interview (King's Lynn) with scenario testing
• 60-minute online team alignment assessment and enhanced DBS checks

Induction:

• The successful candidate must be happy to spend their first four weeks in our King's Lynn office.

Job Types: Full-time, Permanent

Pay: £27,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company pension
• On-site parking