At a Glance
- Tasks: Support Microsoft 365 and troubleshoot complex user issues in a dynamic environment.
- Company: Join a leading tech firm focused on innovation and collaboration.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for growth.
- Other info: Be part of a team that values continuous improvement and operational excellence.
- Why this job: Make a real difference by enhancing user experiences and driving tech solutions.
- Qualifications: Experience in service desk support and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 £ 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.
Service Desk Engineer employer: National Financial Partners Corp.
Join a dynamic and innovative team as a Service Desk Engineer, where you will play a pivotal role in enhancing our end-user computing environment. Our company fosters a collaborative work culture that prioritises professional growth, offering extensive training and mentorship opportunities to help you excel in your career. Located in a vibrant area, we provide a supportive atmosphere that values continuous improvement and 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 Service Desk Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Engineer role.
✨Tip Number 2
Prepare for those tricky interview questions! Brush up on your troubleshooting skills and be ready to discuss how you've resolved complex issues in the past. We want to see your problem-solving prowess shine through!
✨Tip Number 3
Show off your passion for tech! When chatting with potential employers, let them know how much you love working with Microsoft 365 and supporting end-users. Your enthusiasm can set you apart from the crowd.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for talented individuals like you to join our team!
We think you need these skills to ace Service Desk Engineer
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 the Service Desk Engineer role and how your background makes you the perfect fit for our team at StudySmarter.
Showcase Your Problem-Solving Skills:In your application, give examples of complex issues you've resolved in the past. We love seeing how you approach challenges, especially when it comes to Microsoft 365 and collaboration tools!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our system quickly. We can’t wait to hear from you!
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, and SharePoint. 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 to drive solutions. This will demonstrate your ability to tackle challenges head-on.
✨Communicate Clearly and Professionally
Since you'll be supporting business users, including executives, practice articulating your thoughts clearly. Use examples from your past experiences where you provided high-quality support and maintained clear communication throughout the ticket lifecycle.
✨Emphasise Continuous Improvement
Discuss any contributions you've made to knowledge bases or standard operating procedures. Show that you're not just about resolving issues but also about improving processes and service quality, which aligns with the role's focus on operational maturity.
