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Service Desk Engineer (1st/2nd Line) Location: Hertfordshire Salary: £28,000 - £30,000 with Working from home and Bonus My client, a highly successful and well-established business based in Hertfordshire, is looking to add a Service Desk Engineer to their growing team. The company works with a number of well-renowned organisations across the UK and has built a strong reputation for delivering high-quality service. If you are looking for a company that will genuinely invest in your development and support your career progression, then this is the opportunity for you. This is a close-knit team, where people enjoy working together, socialising, and where you are given the chance to learn and progress internally. This role is well suited to someone in the early stages of their IT career, who has a solid foundation in IT support, perhaps 1 or 2 years experience and ideally has worked on a Service Desk before. You’ll be someone who enjoys problem solving, has strong communication skills, and has a genuine interest in technology. Role: • Providing day-to-day 1st and 2nd Line support to internal users., • Logging, managing, and resolving tickets through the Service Desk., • Troubleshooting hardware and software issues across desktop environments., • Supporting Microsoft 365 applications including Outlook, Teams and SharePoint., • Managing users, permissions, and access via Active Directory., • Working closely with senior engineers to escalate and resolve more complex issues. Technical Experience: The ideal candidate will have strong, hands-on experience across: • Microsoft 365 / Office 365., • Windows OS (desktop support)., • Active Directory (user management, permissions)., • Service Desk / ticketing systems., • MDM Solutions, • Networking (DNS, DHCP, TCP/IP), • VOIP Telephony Support, • 1–3 years’ experience in an IT support or Service Desk environment (or equivalent exposure)., • A strong interest in technology and a desire to build a career in IT., • Excellent communication skills and a customer-focused mindset., • A proactive attitude with a willingness to learn and take on new challenges., • Hybrid working (2 days from home)., • Ongoing training and development opportunities., • A supportive and social team environment., • Exposure to modern technologies and well-known clients. Key Words: 1st Line, 2nd Line, IT Support Engineer, Service Desk Analyst, IT Engineer, Microsoft 365, Office 365, Windows, Active Directory, Helpdesk, Troubleshooting

Overview of team purpose The Technology and Data department ensures that London & Partners maintains a secure, scalable and resilient, technological ecosystem that underpins the organisation's strategic goals and daily operations. We promote the effective use of technology and data, fostering collaboration to drive innovation, enhance internal processes and support, informed decision making across the organisation. Purpose of the role The Associate Technical Business Analyst supports the growth of London's economy by helping London & Partners become a best-in-class organisation for technology, data, and knowledge management. This role plays a key part in ensuring the organisation's technological ecosystem meets high standards of service for both internal teams and external clients. The analyst focuses on ensuring the reliability and security of technology solutions through effective requirements gathering process analysis and collaboration across the business. • Engage with stakeholders to understand key business processes and support the organisation in leveraging technology effectively., • Assist in gathering and validating requirements, translating them into precise technical specifications to enhance or develop systems and applications., • Coordinate and support User Acceptance Testing (UAT) by developing test scenarios and working with stakeholders to validate that solutions meet business requirements., • Ensure any defects identified during testing are documented and addressed before deployment., • Support the maintenance of data integrity and security for systems and applications by following appropriate policies and procedures., • Help ensure that proposed business solutions align with London & Partners' strategic objectives and technology roadmap., • Support the project lifecycle to ensure business requirements are successfully delivered., • A focused and collaborative mindset to working across teams and contributing to cross-functional initiatives., • A positive, service-oriented mindset to stakeholder engagement with a commitment to high-quality outcomes., • Experience in building trusted relationships and managing expectations with business users at all levels. • Confidence in communication, with the ability to translate technical concepts into clear language for non-technical audiences., • A proven ability to adapt effectively to shifting priorities and changing needs in a fast paced environment., • A proactive approach to supporting colleagues across the Technology and Digital teams during periods of high demand. Skills & Competencies • Experience in process mapping, business requirements gathering, and developing user stories., • Ability to produce clear, high-quality documentation to support system and process improvements., • Knowledge of supporting UAT and validating solutions using tools like Azure DevOps, Jira, or similar test management tools., • Familiarity with Microsoft environments, including SharePoint, Teams, and Office 365, • Understanding of data governance principles and system integration tools. • Basic exposure to data visualisation tools such as Power BI, • Basic exposure to SQL and/or SOQL, • Understanding of both Waterfall and Agile project environments, • ? 30 Days Annual Leave: Generous paid time off to rest, recharge, and enjoy life outside of work., • ? Competitive Salary: We value your contributions and ensure you are rewarded accordingly., • ? Learning & Development Opportunities: Continuous growth is at the heart of our culture, with ample opportunities for professional development., • ? Strong Culture of Belonging: We foster an inclusive environment where every team member feels valued and supported., • ? Various Networks for Staff: Connect with like-minded colleagues through our numerous staff networks., • ? Competitive Pension Scheme: Secure your future with our robust pension plan., • ? Networking Opportunities: Expand your professional network within your chosen field., • ? Geopolitical Insights: Gain unique perspectives on global economic and political trends., • ? Hybrid Working Arrangement: Enjoy the flexibility of working both remotely and in-office., • ✈️ WorkFlex: Take advantage of opportunities to work abroad and experience different cultures. London's diversity is its biggest asset. At London & Partners, we aim to ensure our workforce reflects the diversity of the city that we promote. We encourage applications from people of any age, gender, ethnicity, sexual orientation or assignment, faith or disability. We also appreciate that many people require flexibility in their working patterns and encourage you to talk to us at interview about any flexibility you may need, be it full-time, job-share, or part-time. We encourage applications from all sections of the community. Disclaimer: due to the high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date. This is to ensure our teams can manage application levels while maintaining a positive candidate experience. Once a vacancy has closed, we are unable to consider further applications, so please submit your application as soon as possible to avoid disappointment.

Ideal candidates should have over 7 years of experience in a Business Analyst role within IT Service Management.

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