Senior Service Desk Engineer: Microsoft 365 & End-User IT

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.