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- Tasks: Provide top-notch IT support and resolve client issues in a dynamic environment.
- Company: Join a forward-thinking Managed Service Provider with a diverse client base.
- Benefits: Enjoy 70% remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by helping clients and enhancing their tech experience.
- Qualifications: 3+ years as a Service Desk Engineer with strong troubleshooting skills.
- Other info: Be part of a collaborative team that values diversity and unique talents.
Are you a customer-focused IT professional looking to grow your career within a forward-thinking MSP environment? 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 London employer: Winsearch
Contact Detail:
Winsearch Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Support in 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
Show off your skills in real-time! Consider setting up a demo or a mini-project that showcases your troubleshooting abilities. This hands-on approach can really impress potential employers and give them a taste of what you can do.
✨Tip Number 3
Prepare for the interview by practising common scenarios you might face on the job. Think about how you'd handle tricky client situations or complex technical issues. We want you to be ready to shine when it’s your turn to talk!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Helpdesk Support in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Helpdesk Support role. Highlight your experience with Service Desk environments and any specific technologies mentioned in the job description, like Windows 10/11 and Microsoft 365.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your customer-first approach and how your troubleshooting skills can benefit our clients. Keep it concise but impactful!
Showcase Your Communication Skills: Since this role involves a lot of client interaction, make sure to demonstrate your written communication skills. Use clear and professional language, and don’t forget to express your enthusiasm for helping users!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to see all the details about the role and our company culture!
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 Customer Focus
Since this role is all about customer support, prepare examples that highlight your customer-first approach. Think of times when you went above and beyond to ensure a client was satisfied or how you managed difficult situations with empathy.
✨Demonstrate Your Problem-Solving Skills
Be prepared to walk through your thought process when tackling a technical issue. Interviewers love to see how you approach problems, so consider using the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of projects you'll be involved in, or how they measure success in the role. This shows your genuine interest and helps you assess if it's the right fit for you.
