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# IT Service Desk Engineer

- **Company:** Dignity Funerals Limited
- **Location:** Maidenhead, United Kingdom
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Cyber Security, IT Management, Remote Desktop Services, Data Logging, Peripherals, Information Technology, Zendesk, User Administration, Servicenow, Windows Client
- **Published:** October 22, 2026
- **Apply:** https://www.totaljobs.com/job/application-support-engineer/dignity-funerals-limited-job108225091

## About the Role

* Previous experience in a service desk or helpdesk role (1st or 2nd line).
 * Experience using a ticketing or service management system (e.g. ServiceNow, Freshservice, Zendesk).
 * Strong troubleshooting skills across Windows 10/11, Microsoft 365, printers and peripherals.
 * Experience with Active Directory, user account management and remote desktop tools.
 * A track record of taking ownership of incidents through to resolution.
 * Excellent communication and customer service skills, with the confidence to speak clearly to colleagues at all levels.
 * Experience supporting macOS, mobile devices and MDM.

You'll be someone who is happy working independently or as part of a team, copes well under pressure, pays close attention to detail and brings a positive, proactive attitude to everything you do.

## Description

Life Services Group has brought together some of the UK's most recognised end-of-life brands under a single vision: to support families through every stage of planning for and navigating life's most difficult moments.

Behind every family we help is a colleague who needs their systems, devices and tools to work first time. As an IT Service Desk Engineer at Dignity, you'll be the first point of contact for those colleagues. You'll keep our people connected, confident and able to focus on the families who rely on us.

What you'll be doing

 * Providing first-line technical support by phone, email, in person and other channels, always in a professional and courteous way.
 * Carrying out thorough diagnostics to resolve issues at the first point of contact wherever possible.
 * Taking ownership of unresolved tickets, keeping users informed and escalating in good time.
 * Attending Dignity sites when needed for issue resolution, site surveys and hardware installations.
 * Logging, managing and tracking all incidents and requests in our ITSM system.
 * Spotting repeat issues early and escalating service risks or major incidents to the IT Management Team.
 * Keeping your knowledge of Dignity's IT systems and current technologies up to date.
 * Supporting compliance with IT security and business continuity standards.
 * Meeting or exceeding SLA targets and delivering timely, high-quality solutions.

What you'll bring
We're looking for someone who loves solving problems and understands that great IT support is as much about communication as technical knowledge.