Service Desk Engineer, Addison Lee

• Strong communication and interpersonal skills
• Basic understanding of IT infrastructure and technologies
• Problem-solving and troubleshooting abilities
• Ability to work effectively under pressure and multitask in a fast-paced environment
• Experience with ticketing systems and remote support tools
• Customer service-oriented mindset
• 1 year of experience in 1st or 2nd line support
• Proficient in MS operating systems and Windows Server
• Experience with Active Directory
• Experience with Office 365
• High attention to detail with a commitment to quality and confidentiality

Desirable

• Our 1st Line Service Desk Engineers serve as the initial point of contact for Addison Lee
• Supporting the business on a 24/7 shift pattern, they provide both 1st and 2nd line support to users
• Tasks are performed in accordance with service level agreements to ensure that all support calls and help desk requests are handled appropriately and in line with defined policies and procedures
• 37.5 hours per week, following a shift rota that includes bank holidays, weekends, and nights
• This role reports to IT Ops Service Desk Manager
• Communicate professionally with users and customers through appropriate channels, ensuring all written and verbal interactions meet our standards
• Develop strong working relationships within the Service Desk team, IT Operations, and the broader organization
• Handle all Incidents, Alerts, and Service requests efficiently and effectively
• Provide assistance to other teams within the business as needed
• Ensure support calls are logged, updated, and resolved in the helpdesk system, regardless of the method of logging (telephone, email, Teams, or Tech Bar walk-ups)
• Resolve first-line support incidents involving the network, VOIP phones, servers, workstations, printers, and mobile devices
• Escalate complex issues to the appropriate IT Support personnel
• Administer Active Directory Users and Computers
• Manage user onboarding and offboarding
• Track and manage assets
• Collaborate with project teams to implement internal systems
• Become familiar with the network, applications, system interfaces, and operational interdependencies
• Provide onsite support at West Drayton and Unit 1 William Road once a month
• Be available to work weekends/nights at the Paddington office as needed
• Design, implement, test, and document new processes
• Offer technical support to colleagues and users, acting as an escalation point for Service Desk issues
• Repair or coordinate the repair of equipment with external vendors
• Conduct floor walks to ensure meeting rooms and AV equipment are operational
• Adapt to changes in the working environment and assist other teams and departments as required
• Demonstrate knowledge of the ITIL framework, prioritize work and major incidents effectively, and display troubleshooting skills