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# IT Service Desk Engineer

- **Company:** Charles Tyrwhitt
- **Location:** London, UK
- **Salary:** £37,621.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Business Systems, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), HP Thin Clients, Citrix XenApp, Microsoft Office, System Center Configuration Manager, Virtual Desktops, Networking Basics, Citrix Systems, Windows PowerShell, Data Logging, Microsoft InTune
- **Published:** September 30, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5903096647

## About the Role

* Customer-focused: You're approachable, proactive, and genuinely enjoy helping people
 * Ownership mindset: You take responsibility and see tasks through to completion
 * Collaborative: You work well within a team and across departments
 * Resilient & organised: You can prioritise effectively in a fast-paced environment
 * Experience in a service desk or customer-facing IT support role
 * Analytical and methodical with a natural problem-solving mindset
 * Comfortable working in a multi-site, fast-paced environment (retail experience advantageous)
 * Strong communication skills-both written and verbal

Technical Experience

 * Windows operating systems
 * Microsoft 365 (Office, Teams, Exchange)
 * Networking basics (DHCP, DNS)
 * Group Policy
 * Citrix (XenApp / virtual desktop environments)
 * Endpoint management (MECM / SCCM / Intune desirable)
 * PowerShell (basic scripting beneficial)

## Description

We're looking for an IT Service Desk Engineer to join our Service Delivery team. This is not just a ticket-logging role - you'll be a visible, trusted partner to the business, providing hands-on 1st and 2nd line support across our head office, retail stores, distribution centre, and contact centre.

You'll combine technical expertise with outstanding customer service, taking ownership of issues through to resolution and continually improving the end-user experience.

Please note, this role is based at our London Head Office, and the successful candidate will be expected to work on-site five days per week.

What You Will Be Doing

Deliver Great Service

 * Provide responsive 1st and 2nd line support to colleagues across the business
 * Log, manage, and resolve incidents and requests with a focus on first-time fix
 * Keep users informed with clear, professional updates throughout

Go Beyond the Ticket

 * Identify recurring issues and work towards root cause resolution
 * Contribute to continuous service improvement and knowledge sharing
 * Produce clear documentation and user-friendly guides

Collaborate Across the Business

 * Build strong working relationships with colleagues at all levels
 * Work closely with internal teams and third-party suppliers to resolve issues
 * Support key business systems across retail, warehouse, and office environments

Hands-On Technical Support

 * Build, configure, and support laptops, desktops, printers, and thin clients
 * Support a Citrix-based desktop environment
 * Assist with maintaining stable, secure, and well-managed infrastructure


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