Senior IT Service Desk Engineer

About the Role

An exciting opportunity has arisen to join a prestigious London-based higher education institution as a Senior IT Service Desk Engineer.

This role sits within the IT Operations team and is ideal for an experienced IT professional who enjoys combining hands-on technical expertise with team leadership, mentoring, and service improvement.

As a senior member of the IT support function, you will act as a technical escalation point for complex incidents, support the delivery of critical IT services, and contribute to infrastructure and technology projects across the organisation. You will work closely with staff, students, and academic colleagues to ensure the delivery of an exceptional IT support experience within a dynamic and highly collaborative environment.

This role requires a proactive, customer-focused individual who thrives on problem-solving, enjoys sharing knowledge, and is passionate about delivering excellent IT services.

Key Responsibilities

Technical Support & Service Delivery

• Provide advanced 3rd Line technical support for complex IT incidents and service requests.
• Act as a senior escalation point for Service Desk engineers and end users.
• Support a wide range of technologies including laptops, desktop PCs, printers, telephony, mobile devices, and associated software platforms.
• Ensure incidents and requests are accurately logged, prioritised, and resolved within agreed service levels.
• Deliver effective troubleshooting, root cause analysis, and long-term solutions to recurring issues.
• Assist with user onboarding activities including account creation, access management, and induction support.
• Supervise day-to-day Service Desk operations, ensuring best-practice processes are followed and service standards are maintained.
• Provide technical mentoring and guidance to junior team members, supporting their professional development.
• Promote knowledge sharing and continuous improvement across the IT support function.
• Help maintain a positive, collaborative, and customer-focused team culture.

Infrastructure & Project Support

• Contribute to the planning and delivery of technology projects, including:
• Infrastructure improvements
• Support the introduction of new technologies and service improvements.
• Develop expertise in key enterprise applications and services, acting as a platform specialist or administrator where appropriate.

Operational & Administrative Responsibilities

• Maintain accurate documentation, knowledge base articles, and technical procedures.
• Assist in software licensing compliance and asset management activities.
• Support inventory management, equipment audits, and technology refresh programmes.
• Provide administration and user support for VoIP telephony systems.
• Deliver technical support for institutional events, conferences, enrolment activities, and other key operational requirements.

About You

You’ll be an experienced IT support professional with strong technical troubleshooting skills and a genuine passion for helping people. You will be confident managing complex technical issues while mentoring colleagues and contributing to service improvements.

• Significant experience within a Service Desk, IT Support, or IT Operations environment.
• Proven experience providing advanced 2nd/3rd Line support.
• Strong knowledge of Microsoft Windows desktop environments and Microsoft 365 technologies.
• Experience supporting endpoint devices, printers, mobile devices, and telephony platforms.
• Familiarity with IT Service Management (ITSM) tools and ITIL-based support processes.
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder management abilities.
• Experience mentoring or supervising junior technical staff.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience supporting users within higher education, research, or professional services environments.
• Knowledge of Active Directory, Azure AD/Entra ID, endpoint management solutions, and collaboration technologies.
• Experience supporting infrastructure projects and technology deployments.
• Relevant industry certifications (e.g. Microsoft, ITIL, CompTIA, Cisco).

Why Join Us?

• Opportunity to work within a highly respected London-based academic institution.
• Diverse and technically challenging environment.
• Collaborative and supportive IT team.
• Exposure to a broad range of technologies and projects.
• Opportunities for professional development and technical specialisation.
• A role where you can make a meaningful impact on the experience of staff, students, and academics.