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- Tasks: Run the helpdesk, manage your own ticket queue, and resolve technical issues.
- Company: Impact It Global Ltd, a tech consultancy focused on client success.
- Benefits: Salary up to £45,000, 30 days holiday plus birthday off, and home-based work.
- Other info: Opportunity to evolve into a Helpdesk Lead position with team management.
- Why this job: Own your role in a growing company and make a real impact on clients' technology.
- Qualifications: 3+ years at L3 level in IT support with strong communication skills.
The predicted salary is between 38000 - 45000 £ per year.
Run our helpdesk. Impact It Global Ltd | Home-based (UK, South East preferred) with occasional London travel.
Salary: £38,000 - £45,000 per annum (progression tied to performance milestones).
Type: Full-time, permanent (PAYE).
Holiday: 30 days + your birthday off.
Hours: 8:30 - 18:00, Monday to Friday.
You'll own the helpdesk. We're a London-based technology consultancy that serves regulated firms and growing businesses. Our clients trust us to keep their technology running, their data protected, and their teams productive. That trust is built on one thing: the quality of the people who pick up the phone when something goes wrong.
We're looking for a 3rd Line Helpdesk Engineer who wants to own a function, not just fill a seat. You'll self-dispatch from an AI-triaged queue, manage your own diary, communicate directly with clients, and resolve tickets from L1 through L3. It's a structured environment where quality, reliability, and clear communication are what matter most.
You'll run the helpdesk day-to-day. Tickets arrive in the queue already triaged and routed by our AI bot, but the human ownership of the queue (what to work on, when, and in what order) sits with you. When a user can't print, when a mailbox is full, when a server needs attention, you're the person who fixes it and closes the loop.
And you'll work alongside our Account Manager and Service Delivery Manager to make sure clients feel looked after at every touchpoint.
- Microsoft 365 administration including Azure/Entra ID, Exchange Online, SharePoint, Teams, Intune, Conditional Access, and Microsoft Defender.
- Windows Server and Hyper-V virtualisation, plus NAS solutions (Synology and similar).
- Networking fundamentals: firewalls, VPNs, switches, DNS records, and DHCP.
- Working knowledge across Apple, Google, and Linux environments.
Beyond the technical, we need someone who communicates clearly and promptly, in writing as well as verbally. Strong email and ticket-update communication is just as important as being able to talk to a client on the phone.
3+ years working at L3 level within a Managed IT Service Provider. You should have handled your own ticket queue before and be comfortable self-managing your workload without supervision.
38,000 - £45,000 depending on experience, with salary progression tied to performance milestones at 6 and 12 months.
30 days holiday + your birthday off. Home-based with all necessary equipment provided. We expect 1-3 trips to London per month for client site visits and device setups, with travel expenses reimbursed. We're open to candidates anywhere in the UK, but the South East works best for same-day device shipping logistics.
As our client base grows, this role is expected to evolve into a Helpdesk Lead position with team management responsibilities. We're building something, and the right person will grow with us.
Quarterly performance reviews so you always know where you stand and what good looks like.
We're a consultancy that partners with our clients to turn technology from a cost into a strategic asset. We believe great IT support is built on clear communication, thorough documentation, and people who care.
3rd Line IT Service Desk Engineer in London employer: Hiring People
Contact Detail:
Hiring People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line IT Service Desk Engineer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in managed service providers. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your skills! If you’ve got a knack for troubleshooting or a cool project you’ve worked on, don’t hesitate to share it during interviews. Real-life examples can make you stand out from the crowd.
✨Tip Number 3
Prepare for the tech test! Many companies will want to see how you handle real-world scenarios. Brush up on your Microsoft 365 and networking knowledge, and be ready to demonstrate your problem-solving skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love hearing from candidates who are genuinely interested in joining our team.
We think you need these skills to ace 3rd Line IT Service Desk Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match our job description. Highlight your 3+ years at L3 level and any relevant tech you've worked with, like Microsoft 365 or networking fundamentals. We want to see how you can own the helpdesk!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Talk about your passion for IT support and how you communicate clearly with clients. Remember, we value strong written communication just as much as technical skills.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky IT issues in the past. We love candidates who can demonstrate their ability to self-manage and resolve tickets efficiently. Share specific scenarios where you made a difference!
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 don’t miss out on any important updates. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Hiring People
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365, Azure, and networking fundamentals. Be ready to discuss specific scenarios where you've resolved issues at L3 level, as this will show your hands-on experience.
✨Show Off Your Communication Skills
Since clear communication is key in this role, practice explaining complex technical concepts in simple terms. You might be asked to role-play a client interaction, so think about how you'd handle a frustrated user and keep it professional yet friendly.
✨Demonstrate Ownership and Initiative
This position requires someone who can self-manage their workload. Prepare examples of times when you've taken ownership of a project or ticket queue, and how you prioritised tasks effectively. This will highlight your ability to work independently.
✨Understand the Company Culture
Research Impact It Global Ltd and understand their values around client relationships and technology as a strategic asset. Be ready to discuss how your personal values align with theirs, and how you can contribute to building that trust with clients.