EUC Engineer

Retail Insight takes data and turns it into action. We’re a private equity-backed retail analytics company helping top grocers like Asda, Coop, and Marks & Spencer make smarter in-store decisions. Our AI-powered products tackle availability, inventory, waste, and compliance—turning real-time data into retail wins. We’re growing globally and looking for the right team to keep the momentum going. We’re looking for a proactive Service Desk Engineer to keep our global teams productive and secure.

You’ll own our joiners–movers–leavers (JML) processes, manage access with care, and provide remote support across Windows laptops and MacBooks—all while keeping services documented, compliant, and running smoothly.

What you’ll be doing:

• User account management: Provision, modify and deprovision user accounts promptly.
• Coordinate equipment moves and set‑ups with internal teams.
• Access control: Grant and revoke access in line with policy and approvals.
• Manage licence and subscription requests end‑to‑end.
• Remote support: Troubleshoot hardware/software issues with clear, patient guidance.
• Arrange device repairs and organise temporary replacements.
• Ticketing & service quality: Monitor, prioritise and update tickets to hit SLAs.
• Log and categorise all requests (email, calls, chat) in the ITSM tool.
• Escalate complex issues with crisp, complete handovers.
• Documentation & assets: Maintain the knowledge base and asset records.
• Track software licences and subscriptions efficiently.

What you’ll bring:

• Proven experience working with a wide range of Microsoft Windows tools 10/11 (install/reinstall, printers, VPN, AV).
• Considerable knowledge of Microsoft Office / Microsoft 365 (Outlook, Teams, Word, Excel) and Office 265 users.
• Confident understanding of security best practice—RBAC, least privilege, separation of duties, MFA.
• Clear, confident communicator (written and verbal), calm under pressure, and highly organised.
• Azure AD / Entra ID for user and role‑based access.

Nice to have:

• Microsoft Intune (packaging, deployment).
• SQL Server exposure and database access management.
• Jira Service Management.
• Relevant Microsoft certifications; ITIL v3/v4 Foundation.

Some of our extras:

• Flexible Working – Enjoy a hybrid work model (3 days in the office) with flexibility based on business needs, plus a work from anywhere policy to give you freedom to explore.
• Time Off – 25 days annual leave (+ bank holidays), increasing with length of service, plus an extra day off for your birthday! We also operate summer hours so you can make the most of the sunshine.
• Learning & Development – Access a vast range of courses through our learning platform and benefit from structured career progression plans to support your growth.
• Health & Wellbeing – Private Medical Insurance, a healthcare cash plan, and mental health support via Help@Hand. Plus, we’ll ensure you have a safe and productive home setup with a workspace assessment.
• Giving Back – Take paid volunteer days to support your local community, donate to your chosen charity through salary sacrifice (we’ll match it!), and make a difference with Give as You Earn.
• Extra Perks – A car purchase scheme to make buying a new car easier, plus access to additional benefits through our online platform, including gym discounts.
• Plus much more!

Be your authentic self – Retail Insight is committed to promoting equal opportunities in employment. All employees and any job applicants will receive equal treatment. We actively seek to create an environment where everyone feels respected, supported, and encouraged to contribute their best work.