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- Tasks: Be the go-to tech support for clients, solving issues and improving their experience.
- Company: Established Managed Service Provider with a diverse and inclusive culture.
- Benefits: 70% remote work, competitive salary, and opportunities for professional growth.
- Why this job: Join a dynamic team and make a real difference in client satisfaction.
- Qualifications: 3+ years as a Service Desk Engineer with strong troubleshooting skills.
- Other info: Collaborative environment with regular training and events.
The predicted salary is between 36000 - 60000 £ per year.
An established Managed Service Provider is looking for an experienced Service Desk Engineer to join their technical support team. This is a great opportunity to work across a varied client base, handling escalations, owning tickets end to end, and getting involved in both reactive and proactive work in a fast‑paced MSP setting. The role offers 70% remote working, with regular collaboration in the office, attendance at client sites when required, and involvement in company training and events.
What you will do:
- Act as the first point of contact for clients via phone, ticketing system, and online chat
- Serve as an escalation point for 1st line engineers, handling more complex issues
- Own incidents through their full lifecycle, keeping clients informed and ensuring issues are resolved properly
- Work to agreed Service Desk SLAs, including response times, resolution targets, and customer satisfaction
- Provide remote support as well as attend client sites when hands‑on support is required
- Maintain and update the Service Knowledge Management System
- Contribute to client projects and proactive improvements, not just BAU tickets
What you will need:
- Minimum 3 years experience as a Service Desk Engineer, ideally within an MSP
- Proven experience handling 2nd line escalations
- Strong troubleshooting skills across hardware, software, and user issues
- Confident communicator, written and verbal, with a customer‑first approach
- Ability to manage and prioritise multiple open tickets at once
- Comfortable working autonomously with a proactive mindset
- Solid understanding of internet security and data privacy principles
- Strong knowledge of: Windows 10/11 and macOS, Active Directory and Microsoft Azure / Entra ID, Microsoft 365 (Outlook, OneDrive, SharePoint, Teams)
- Desirable: exposure to Google Workspace, Box, Dropbox, and VoIP systems
- Must be eligible to work in the UK
- Must be based in London or have strong commuting links
What we’re looking for:
- Highly organised, able to plan and meet deadlines
- Calm, resilient, and professional under pressure
- Takes ownership and sees issues through to resolution
- Strong focus on user experience, with empathy for non‑technical users
- A team player who can also take personal responsibility
- Confident, well‑presented, and able to communicate with users at all levels
- Naturally builds rapport with clients and colleagues
Our clients and their customers come from diverse backgrounds and so do we. We hire our people from various walks of life, each of whom make our company stronger with their talent, uniqueness, and expertise. This is what makes our company special; if you want to help us grow and take this ethos to our clients, then we cannot wait to collaborate with you!
IT Helpdesk Support in City of London employer: Winsearch
Contact Detail:
Winsearch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Support in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in MSPs. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for those tricky interview questions! Brush up on your troubleshooting skills and be ready to share specific examples of how you've handled complex issues. We want to see your problem-solving prowess in action!
✨Tip Number 3
Show off your soft skills! Being a confident communicator is key in this role. Practice explaining technical concepts in simple terms, so you can connect with clients and colleagues alike.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Helpdesk Support in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your troubleshooting skills and any relevant experience with Service Desk roles, especially within an MSP setting.
Craft a Compelling Cover Letter: Use your cover letter to showcase your passion for IT support and your customer-first approach. Mention specific examples of how you've handled escalations or complex issues in the past to demonstrate your capability.
Showcase Your Communication Skills: Since communication is key in this role, ensure your written application is clear and professional. Use a friendly tone that reflects your ability to connect with clients and colleagues alike.
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 during the process!
How to prepare for a job interview at Winsearch
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows 10/11, macOS, and Microsoft 365. Be ready to discuss troubleshooting scenarios and how you've handled complex issues in the past.
✨Showcase Your Communication Skills
As a Service Desk Engineer, you'll need to communicate effectively with clients and colleagues. Practice explaining technical concepts in simple terms, and be prepared to demonstrate your customer-first approach during the interview.
✨Demonstrate Your Problem-Solving Mindset
Prepare examples of how you've taken ownership of incidents and resolved them from start to finish. Highlight your ability to manage multiple tickets and prioritise tasks, especially under pressure.
✨Emphasise Teamwork and Collaboration
This role involves working closely with others, so be ready to discuss how you've contributed to team projects and improvements. Show that you're not just about handling tickets but also about enhancing the overall user experience.
