At a Glance
- Tasks: Support Microsoft 365 and troubleshoot complex end-user IT issues.
- Company: Join a leading tech firm focused on innovation and collaboration.
- Benefits: Enjoy competitive pay, health perks, remote work options, and growth opportunities.
- Other info: Dynamic role with opportunities for mentorship and career advancement.
- Why this job: Make a real difference in user experience while enhancing your technical skills.
- Qualifications: 5-8 years of IT support experience, especially with Microsoft 365.
The predicted salary is between 45000 - 55000 £ per year.
We’re looking for a highly skilled Service Desk Engineer to support Microsoft 365, end-user computing, identity, and collaboration services across the organization. This role provides advanced end-user support, leads complex troubleshooting and root-cause analysis, resolves the majority of user issues independently, and partners closely with Infrastructure, Security, and Identity teams to drive timely resolution of escalated or recurring problems. The Service Desk Engineer plays a critical role in maintaining a reliable, secure, and productive end-user environment while contributing to operational maturity, technical standards, knowledge development, and continuous service improvement.
Essential Duties and Responsibilities:
- Resolve complex Service Desk tickets related to Microsoft 365, Windows devices, and collaboration tools, including issues that require deeper technical troubleshooting and cross-team coordination.
- Troubleshoot Outlook, Exchange Online, Teams, SharePoint, OneDrive, and desktop application issues, performing root-cause analysis and driving issues through resolution.
- Provide clear communication, sound judgment, and timely follow-up to users throughout the ticket lifecycle, including for high-impact or recurring issues.
- Deliver professional, high-quality support to business users, including executives when required, while serving as a technical resource and mentor for peers.
- Support user onboarding, offboarding, and access changes in Entra ID (Azure AD), helping ensure accuracy, timeliness, and alignment with established controls.
- Troubleshoot MFA, sign-in, and access issues; identify patterns, recommend corrective actions, and collaborate with Identity and Security teams on conditional access or policy-related issues when appropriate.
- Support Intune-managed Windows devices, including compliance issues, application installs, device configuration, and advanced endpoint troubleshooting.
- Document troubleshooting steps, resolutions, root-cause findings, and escalation details accurately in the ticketing system.
- Contribute to knowledge base articles, standard operating procedures, and support documentation to improve consistency, knowledge sharing, and service quality.
- Follow established incident, change, and security processes in a regulated environment, applying sound judgment and escalating risk appropriately.
- Assist end users during tenant transitions, acquisitions, divestitures, and device refresh activities, while helping identify opportunities to reduce disruption and improve execution.
- Participate in day-to-day technology operations and contribute to service improvements, recurring issue reduction, and operational maturity initiatives.
- Collaborate closely with Infrastructure, Security, and Identity teams to resolve complex issues, improve support standards, and strengthen the end-user computing environment.
Knowledge, Skills, and/or Abilities:
- 5–8+ years of Service Desk, End User Support, or End User Computing experience in a corporate environment; broader experience may be considered for a Senior Service Desk Engineer scope.
- Strong hands-on experience supporting Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) in an enterprise environment.
- Working knowledge of Entra ID (Azure AD), MFA, and user access troubleshooting, with the ability to investigate complex authentication and access issues.
- Experience supporting Intune-managed Windows endpoints, including device compliance, configuration, and application support.
- Ability to resolve most issues independently, exercise sound technical judgment, and coordinate effectively across teams when deeper expertise is required.
- Strong customer service, documentation, communication, and organisational skills, with the ability to mentor peers and support operational consistency.
- Experience in financial services or other regulated environments preferred.
Certificates, Licenses, Registration: none
Senior Service Desk Engineer: Microsoft 365 & End-User IT in London employer: National Financial Partners Corp.
Join a dynamic and innovative team as a Senior Service Desk Engineer, where your expertise in Microsoft 365 and end-user IT will be valued and nurtured. Our company fosters a collaborative work culture that prioritises employee growth through continuous learning opportunities and mentorship, ensuring you can advance your career while contributing to a secure and productive environment. Located in a vibrant area, we offer competitive benefits and a commitment to operational excellence, making us an exceptional employer for those seeking meaningful and rewarding employment.
Contact Details:
National Financial Partners Corp. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Engineer: Microsoft 365 & End-User IT in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with Microsoft 365 or in service desk roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss specific challenges you've tackled in your previous roles. Real-life examples of your troubleshooting prowess will make you stand out.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to highlight your experience with Microsoft 365 and end-user support to catch our eye.
✨Tip Number 4
Follow up after interviews! A quick thank-you email not only shows your appreciation but also keeps you fresh in the interviewer's mind. Mention something specific from your conversation to remind them why you're the perfect fit for the role.
We think you need these skills to ace Senior Service Desk Engineer: Microsoft 365 & End-User IT in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with Microsoft 365 and end-user support. We want to see how your skills match the role, so don’t be shy about showcasing your troubleshooting successes!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your background makes you the perfect fit. We love seeing enthusiasm and a bit of personality!
Showcase Your Problem-Solving Skills:In your application, give examples of complex issues you've resolved in the past. We’re looking for candidates who can demonstrate their ability to tackle challenges head-on, especially in a collaborative environment.
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’s super easy!
How to prepare for a job interview at National Financial Partners Corp.
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, especially Outlook, Teams, SharePoint, and OneDrive. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your hands-on experience and technical judgement.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of complex issues you've resolved independently. Highlight your approach to root-cause analysis and how you collaborated with other teams, like Infrastructure or Security, to drive solutions. This will demonstrate your ability to work cross-functionally.
✨Communicate Clearly and Confidently
Since you'll be providing support to business users, including executives, practice articulating your thoughts clearly. Use simple language to explain technical concepts and ensure you convey your follow-up processes effectively. Good communication is key!
✨Emphasise Continuous Improvement
Be prepared to discuss how you've contributed to knowledge sharing and service quality in previous roles. Mention any documentation you've created or improvements you've suggested that enhanced operational maturity. This shows you're proactive about service improvement.
