Service Desk Engineer L1 – Systems Integrator

Are you looking for an exciting new opportunity?

Join a leading technology consultancy with decades of experience delivering innovative IT, cloud, networking, cyber security, automation, and digital transformation solutions. Trusted by organisations across a wide range of industries, the organisation helps customers optimise operations, reduce risk, and accelerate business outcomes through tailored technology services.

The successful candidate will join the team on an immediate-start contract, gaining hands‑on experience across incident, problem, and request management within an ITIL-aligned, SLA‑driven service desk environment. They will benefit from a hybrid working model, a competitive outside IR35 day rate, and the opportunity to extend their contract while developing their experience within a supportive, healthcare‑focused IT environment.

Responsibilities

• Respond to customer incidents and requests logged via email, portal, phone and walk-ups
• Resolve incidents and requests within SLA, escalating to other resolver groups and vendors where required
• Administer the problem management process
• Manage tickets for Incidents, Problems and Requests within the Service Management Tool, ensuring high quality updates
• Triage and assign tickets, including those logged automatically via email/portal
• Confirm ticket priority following initial assessment
• Check on-hold tickets daily and provide customers with progress updates
• Draft and review knowledge base articles and issue documented user guides
• Conduct customer satisfaction calls
• Support continual service improvement across the desk

Skills/Must Have

• Minimum 2 years’ experience in IT support
• Excellent troubleshooting skills
• Good working knowledge of Windows 7, Windows 10, Windows Server, Active Directory, Exchange
• Understanding of networking and hardware troubleshooting
• Competent PC usage skills, specifically Microsoft Office applications
• Available to start immediately
• Able to commit to 3 days on-site in Kensington, London, with 2 days remote

Benefits

• Immediate start
• Outside IR35 engagement
• Hybrid working pattern (3 days on-site / 2 days remote)

Potential for contract extension up to 6 months

• Exposure to ITIL-aligned service desk processes in a healthcare-adjacent environment
• Supportive, established on-site team

Salary

• £150 per day (Outside IR35)

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