IT Service Desk Engineer in Thatcham

Contract: Full-Time, Permanent

Location: Maidenhead, Berkshire (On-site 4 days per week)

Salary: Up to £35,000 per annum

The Role

At Dignity, we’ve been supporting families with care, compassion, and professionalism for over 200 years. As one of the UK’s most established funeral providers, we’re proud to lead the way in end‑of‑life care, and we’re just getting started. With over 570 branches, 46 crematoria, and a growing digital presence through Farewill, we’re building the UK’s leading end‑of‑life company. As an IT Service Desk Engineer, you’ll play a vital role in supporting the technology that underpins our services. You’ll be the first point of contact for Dignity staff experiencing technical issues, helping to resolve problems quickly and efficiently. Whether it’s troubleshooting remotely or visiting sites in person, your work will help ensure our teams can continue delivering exceptional service to families when they need it most.

Day‑to‑Day Responsibilities

• Respond to incoming technical issues via phone, email, in person, or other channels, aiming for first‑time resolution through thorough diagnostics.
• Attend Dignity locations when necessary to perform technical work, site surveys, or remedial actions.
• Take ownership of unresolved issues, provide regular updates, and ensure appropriate prioritisation.
• Keep users informed with timely and effective communication to maintain high satisfaction levels.
• Escalate recurring issues or service risks to IT Management.
• Collaborate with colleagues, suppliers, and third parties to resolve issues efficiently.
• Report progress and challenges to IT Management as needed.
• Stay current with industry developments by attending relevant events and training.
• Ensure compliance with standards such as ISO 27001, ISO 22301, and PCI.

Technical Scope

• End‑user computing (PCs, peripherals, imaging technologies).
• Site telephony (VoIP, broadband, call routing).
• Mobile device management and telephony solutions.
• All software used by Dignity, including bespoke and commercial applications.

Must‑Haves

• Experience in a service desk or help desk environment.
• A strong customer‑first mindset.
• Proactive ownership of issues through to resolution.
• Ability to collaborate with third‑party suppliers.
• Solid understanding of IT technologies and applications.
• Good computer literacy and a willingness to learn.
• Familiarity with service desk systems (advantageous).
• Excellent problem‑solving and communication skills.
• Strong attention to detail and ability to work independently or in a team.
• Calm under pressure and able to work with minimal supervision.

Benefits

• Up to £35,000 per annum.
• 22 days annual leave + bank holidays.
• Pension Scheme 4% matched.
• Life Assurance X2 annual salary.
• Genuine career progression and mentorship opportunities.
• A chance to make a meaningful contribution to people's lives and deaths.

FCA Statement

We’re regulated by the FCA, therefore, some roles may be subject to background checks.

Equality, Diversity and Inclusion Statement

We know that diverse teams make better decisions, build better products, and create a better place to work. Whoever you are, wherever you’re from, and whatever your life looks like, we’d love to hear from you. And if there’s anything you need to make the process more accessible, please let us know.