An opportunity has opened up for a Service Desk Engineer (L1) to join an established on-site team supporting a private healthcare company in Kensington, London. This is an immediate start contract, giving you the chance to build hands-on experience across incident, problem and request management within a structured, SLA-driven service desk environment. You'll benefit from a hybrid working pattern balancing on-site collaboration with remote flexibility, a competitive outside IR35 day rate, and the potential to extend your contract well beyond the initial term as the account grows. If you're looking for immediate work with a supportive team, genuine exposure to ITIL-aligned service desk processes, and the opportunity to develop your career in a healthcare-adjacent IT environment, this role is worth a look.
Responsibilities:
Respond to customer incidents and requests logged via email, portal, phone and walk-ups
Resolve incidents and requests within SLA, escalating to other resolver groups and vendors where required
Administer the problem management process
Manage tickets for Incidents, Problems and Requests within the Service Management Tool, ensuring high quality updates
Triage and assign tickets, including those logged automatically via email/portal
Confirm ticket priority following initial assessment
Check on-hold tickets daily and provide customers with progress updates
Draft and review knowledge base articles and issue documented user guides
Conduct customer satisfaction calls
Support continual service improvement across the desk
Skills/Must Have:
Minimum 2 years' experience in IT support
Good working knowledge of Windows 7, Windows 10, Windows Server, Active Directory, Exchange
Understanding of networking and hardware troubleshooting
Competent PC usage skills, specifically Microsoft Office applications
Available to start immediately
Able to commit to 3 days on-site in Kensington, London, with 2 days remote
Immediate start
Hybrid working pattern (3 days on-site / 2 days remote)
Potential for contract extension up to 6 months
Exposure to ITIL-aligned service desk processes in a healthcare-adjacent environment
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Service Desk Engineer in London employer: Hamilton Barnes
Hamilton Barnes is an exceptional employer, offering a dynamic work environment in London where innovation meets opportunity. With competitive salaries, night shift allowances, and a strong focus on employee development through ongoing training, we empower our Field Service Engineers to advance their careers while enjoying a supportive team culture. Join us to be part of a growing engineering team that values your skills and fosters professional growth.
