Service Desk Engineer 2nd Line

A leading healthcare regulator is seeking a Service Desk Engineer to join their Information Systems Operations team in London.

SERVICE DESK ENGINEER

Salary: £35,000 - £42,000Location: London

A leading healthcare regulator is seeking a Service Desk Engineer to join their Information Systems Operations team in London.

What you'll do:

As a Service Desk Engineer, you will play a pivotal role in providing both remote and onsite technical support across multiple locations. Your day-to-day activities will involve troubleshooting service desk tickets efficiently while maintaining high levels of customer satisfaction. You will be responsible for supporting a wide range of IT systems including Windows operating environments (Windows 10 & 11), Office 365 applications, mobile devices (Android/Apple), VPNs, multi-factor authentication tools, Exchange email services and more. In addition to resolving technical queries directly or escalating them when needed, you will create comprehensive documentation for both internal teams and end users. Your ability to communicate clearly over the phone and via written channels will be essential as you log incidents and prioritise requests according to service level agreements. Administrative duties will form part of your routine to ensure the Service Desk runs smoothly. You will also contribute ideas for continuous improvement within the department while adhering strictly to data protection requirements. Occasionally participating in out-of-hours support ensures critical issues are addressed promptly. A thorough understanding of safeguarding policies is vital as you help maintain a safe environment for vulnerable individuals.

What you bring:

Demonstrated experience providing high-level technical support in a Service Desk or Information Systems environment with particular expertise in Microsoft technologies such as Windows 10 & 11 operating systems and Office 365 suite. Proven ability to rapidly establish credibility with customers by identifying queries quickly and responding with appropriate solutions that meet service standards. Outstanding customer service skills demonstrated through positive interactions with internal colleagues as well as external stakeholders including doctors and third-party contractors. Excellent interpersonal abilities enabling you to deal with users in a polite, friendly manner while diffusing challenging situations sensitively and empathetically. Strong verbal and written communication skills facilitating effective liaison across diverse groups including medical professionals and external partners. Ability to prioritise service desk tickets efficiently considering workload demands and available resources while maintaining focus on key priorities. Capacity to work independently using initiative whilst also collaborating constructively within a team environment; willingness to learn new skills and invest in personal development. Sound understanding of data protection regulations with an unwavering commitment to maintaining confidentiality at all times. Track record of delivering excellent customer experiences by meeting the needs of both internal clients and external contacts positively. Desirable: Experience or knowledge of Prince2 methodologies, ITIL frameworks or Agile environments; familiarity with Ivanti or ServiceNow platforms; exposure to server technologies such as Microsoft Server 2016 & 2019; relevant certifications like MCSE/MCSA/MCITP/CCNA.

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