onsite
IT Service Desk Engineer - Charles Tyrwhitt
Systems Engineer
Provide 1st and 2nd line IT support across head office, retail, distribution and contact centre environments, handling incidents, service requests and continuous improvement of the end‑user experience.
About the role
Key Responsibilities
- Deliver responsive 1st and 2nd line support for hardware, software and network issues across multiple business sites.
- Diagnose, resolve and document incidents and service requests using the ServiceNow ticketing platform.
- Manage user accounts, permissions and group policies in Active Directory and Office 365.
- Perform routine system maintenance, patching and imaging for Windows desktops and laptops.
- Develop and run PowerShell scripts to automate repetitive tasks and improve service efficiency.
- Collaborate with senior engineers to escalated problems, ensuring timely resolution and knowledge transfer.
Requirements
- Proven experience in a corporate service desk or similar role, supporting Windows environments.
- Strong knowledge of Active Directory, Office 365 administration and basic networking (TCP/IP, DNS, DHCP).
- Hands‑on experience with ServiceNow or comparable ITSM tools.
- Excellent communication and customer‑service skills, with the ability to explain technical concepts to non‑technical users.
- ITIL Foundations certification or equivalent understanding of IT service management processes.
Skills
active directoryservicenow