At a Glance
- Tasks: Provide 1st and 2nd line support, troubleshoot technical issues, and improve processes.
- Company: Dynamic retail tech company with a focus on collaboration and innovation.
- Benefits: Competitive salary, hybrid working, generous holiday allowance, and staff discounts.
- Other info: Great opportunities for career progression into specialist roles.
- Why this job: Join a fast-paced team and build your technical skills while making a real impact.
- Qualifications: 2+ years in Service Desk role, strong troubleshooting skills, and a curious mindset.
The predicted salary is between 35000 - 45000 £ per year.
We are looking for a technically capable 2nd Line Service Desk Engineer to join our IT team, supporting both retail stores and head office users in a fast-paced and evolving environment. We are looking for someone who enjoys troubleshooting, diagnosing root causes, and resolving real technical issues, not just following scripts. You will be part of a collaborative Service Desk, working closely with infrastructure and store technology teams. This is an excellent opportunity for someone who wants to build strong technical foundations and progress into 3rd line or specialist roles.
Key Responsibilities
- Providing first and second-line support across retail stores and head office (Windows, M365, EPOS, networks)
- Diagnosing and resolving technical issues end-to-end
- Windows OS issues (performance, profile corruption, updates)
- Office 365 (Outlook, Exchange, Teams, authentication)
- Active Directory / Azure Entra (users, permissions, group policies)
- Networking issues (DNS, DHCP, VPN, connectivity problems)
- Troubleshooting real-world problems, not just logging tickets
- Identifying root cause vs applying quick fixes
- Using logs, tools, and systematic troubleshooting methods
- Supporting store technology (EPOS systems, printers, network hardware)
- Managing and prioritising multiple incidents with clear ownership
- Escalating issues with meaningful technical context and findings
- Contributing to knowledge base articles and improving processes
- Supporting onboarding, device builds, and user training where required
We would like to meet someone who is
We’re not looking for someone who has memorised definitions — we want someone who can break down and solve problems logically.
Technical Skills (Core Requirements)
- Minimum 2+ years in a Service Desk / Desktop Support role
- Strong working knowledge of:
- Windows 10/11 troubleshooting (Active Directory: user admin, permissions, GPO basics)
- Microsoft 365 (Exchange, Outlook, Teams issues)
- Basic networking concepts and troubleshooting DNS, DHCP, IP addressing, VPNs
- Experience diagnosing issues such as:
- User can’t access a system, where do you start?
- Device connected to Wi-Fi but no internet
- Outlook not syncing or sending emails
Technical Mindset (What sets you apart)
- Able to explain how things work (not just what they are)
- Comfortable troubleshooting step-by-step:
- Identifying symptoms
- Testing hypotheses
- Isolating root cause
- Understands when to go deeper vs escalate
- Curious and proactive — not reliant on scripts
Desirable (Not essential, but strong advantage)
- Experience in a retail or multi-site environment
- Exposure to:
- Azure / Entra ID
- Endpoint management (Intune, SCCM)
- EPOS or store systems
- Basic PowerShell or scripting knowledge
- Experience working with ITSM tools (e.g. Jira, ServiceNow)
How We Assess Candidates
Our interview process focuses on real-world troubleshooting, not textbook answers. You should be comfortable:
- Talking through how you would diagnose issues step-by-step
- Explaining past problems you’ve solved
- Demonstrating your understanding, not just definitions
What You’ll Get
- Exposure to a wide range of technologies across retail and corporate environments
- Support to develop into 2nd/3rd line or specialist roles
- A team that values problem-solving, ownership, and continuous improvement
Benefits
- Competitive salary and benefits package
- Hybrid working, 3 days in London based office & 2 working from home
- Holiday allowance
- 50% staff discount & 25% for family and friends
- Pension scheme
IT Service Desk Engineer in City of Westminster employer: Ems-Inc.
Join a dynamic IT team in London as an IT Service Desk Engineer, where you'll thrive in a collaborative environment that values problem-solving and technical growth. With opportunities for career advancement into 3rd line or specialist roles, you will enjoy a competitive salary, hybrid working arrangements, and generous staff discounts, all while being part of a culture that prioritises continuous improvement and real-world troubleshooting.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Engineer in City of Westminster
✨Tip Number 1
Get ready to showcase your troubleshooting skills! During interviews, be prepared to walk us through how you would tackle real-world issues step-by-step. We want to see your thought process in action, so don’t just memorise definitions—show us how you solve problems.
✨Tip Number 2
Practice makes perfect! Before your interview, try simulating common technical issues and explain how you'd resolve them. This will help you feel more confident and articulate when discussing your approach with us.
✨Tip Number 3
Don’t forget to highlight your past experiences! Share specific examples of technical challenges you've faced and how you overcame them. This gives us insight into your problem-solving abilities and shows that you’re not just a script-follower.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you on board!
We think you need these skills to ace IT Service Desk Engineer in City of Westminster
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the IT Service Desk Engineer role. Highlight your troubleshooting abilities and any relevant technical knowledge, especially around Windows, M365, and networking.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about problem-solving and how you’ve tackled real-world technical issues in the past. This is your chance to show off your personality and technical mindset!
Showcase Your Technical Skills:In your application, be specific about your technical skills and experiences. Mention any tools or systems you've worked with, like Active Directory or EPOS systems, and give examples of how you've resolved issues in those areas.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Ems-Inc.
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows 10/11, Microsoft 365, and basic networking concepts. Be ready to explain how you would troubleshoot common issues step-by-step, as this is what the interviewers will be looking for.
✨Show Your Problem-Solving Skills
Prepare to discuss real-world problems you've solved in the past. Think of specific examples where you diagnosed an issue, identified the root cause, and implemented a solution. This will demonstrate your ability to think critically and not just follow scripts.
✨Practice Your Communication
Since you'll need to explain technical issues clearly, practice articulating your thought process. Use simple language to describe complex problems and solutions, as if you're talking to someone who isn't tech-savvy. This will show that you can communicate effectively with users.
✨Be Curious and Proactive
During the interview, express your curiosity about technology and your eagerness to learn. Share instances where you took the initiative to improve processes or learn new skills. This mindset aligns well with the company's values and shows you're not just looking for a job, but a career.
