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- Tasks: Run the helpdesk, manage your own ticket queue, and resolve technical issues.
- Company: Impact It Global Ltd, a London-based tech consultancy with a focus on client trust.
- Benefits: Salary between £38,000 - £45,000, 30 days holiday plus your birthday off, and home-based work.
- Other info: Dynamic environment with opportunities for career progression and quarterly performance reviews.
- Why this job: Own a vital function in a growing company and evolve into a leadership role.
- Qualifications: 3+ years at L3 level in Managed IT Service Provider and 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.
IT Service Desk - 3rd Line Engineer in London employer: Hiring People
Contact Detail:
Hiring People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk - 3rd Line 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 insider info about job openings 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 under your belt, don’t hesitate to share it on platforms like LinkedIn. We love seeing real-world examples of what you can do!
✨Tip Number 3
Prepare for the interview like it’s a tech challenge! Brush up on your knowledge of Microsoft 365, networking fundamentals, and any other relevant tech. We want to see you shine when discussing how you’d tackle real issues.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always on the lookout for passionate candidates who want to grow with us.
We think you need these skills to ace IT Service Desk - 3rd Line Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your 3+ years of experience at L3 level and any relevant technical expertise, especially in Microsoft 365 and networking.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you want to own the helpdesk function. Share specific examples of how you've successfully managed your own ticket queue and communicated effectively with clients.
Showcase Your Communication Skills: Since clear communication is key for this role, ensure your written application is concise and professional. Use proper grammar and structure to demonstrate your ability to communicate effectively in writing.
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 from us!
How to prepare for a job interview at Hiring People
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and networking fundamentals. Be ready to discuss specific scenarios where you've resolved issues at L3 level. This will show that you’re not just familiar with the tech but can also apply it effectively.
✨Demonstrate Clear Communication
Since communication is key in this role, practice explaining complex technical concepts in simple terms. You might be asked to describe how you would handle a client’s issue over the phone or via email, so think about how you can convey clarity and professionalism.
✨Show Ownership and Initiative
Prepare examples from your past experience where you took ownership of a ticket queue or managed your workload independently. Highlight how you prioritised tasks and ensured timely resolutions, as this aligns perfectly with what they’re looking for.
✨Be Ready for Scenario Questions
Expect scenario-based questions that test your problem-solving skills. Think about common issues you’ve encountered and how you resolved them. Practising these scenarios will help you articulate your thought process during the interview.