IT Service Desk Engineer — Hybrid Work & Impact in London

The Role

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

What We Are Looking For

• 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)

What You Can Expect From Us

• Competitive salary and excellent bonus scheme
• An entrepreneurial environment where you’ll be encouraged to try things and make changes to drive the business forward
• You’ll have access to Staff Discount from your 1st day, not just at CT but also from The White Company!
• Our hybrid working policy means we work from the office 3-4 days per week (14 days onsite across a 4 week period, and Monday's are our set days in the office)
• We are proud to go about our business in the right way and partner with many charities and sustainability partners - ‘giving something back’ is an important part of our ethos
• At HQ we are serious about having fun. Our Christmas and summer parties are the stuff of legend and our CT Social Team ensure there is always something exciting to get involved in)

Who We Are

Once upon a shirt, Nicholas Charles Tyrwhitt Wheeler (whilst studying Geography at Bristol University – we might add) had the notion that he could make a better shirt at better value than anyone else in the world! He believed that all men; no matter their shape or size, where they may be in the world or indeed their budget; should be able to own a Jermyn Street quality shirt. A proper shirt. A CT shirt. That was over 3 decades ago and whilst Charles Tyrwhitt (it rhymes with spirit by the way) is still famous for proper shirts, these days we are about so much more than collars and cuffs. Our purpose is to “make it easy for men to dress well”. We take care of a chap’s entire wardrobe, providing stylish solutions for every occasion. We make sure he gets what he wants, when and how he wants it.

‘I am Proud and Free to be me!’

When it comes to our people, we really do “Give a shirt”.

Tyrwhitteers (our people) are a diverse, passionate and entrepreneurial bunch. We enjoy a fun, engaging and rewarding culture, where everyone is empowered by our 3 BE-liefs which are; “BE the BOSS”, “BE the CUSTOMER” and “BE the BEST”.

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