Service Desk Engineer

Ascential Group
Job function:
Job type:
Perm Full Time
London, UK
Job ref:

We're looking for a Service Desk Engineer to join our team in London. As part of our Technology function your key responsibilities will include:

  • Resolving or fulfilling all incoming interactions from users in person, on the phone and via e-mail in a 70/30 Windows/Mac OS based environment
  • Ensuring all interactions with users are logged and managed throughout the ticket lifecycle in line with the SLAs agreed with the organisation
  • Managing on-site IT build rooms and the associated equipment including maintaining and repairing laptops as required
  • Contributing to the meeting of key performance indicator metrics outlined by the UK Service Manager
  • Building and configuring both Windows and Mac OS hardware through relevant automation platforms
  • Handling inbound telephone calls to the Service Desk as required
  • Liaising with relevant 3rd line departments to resolve more complex technical issues where required
  • Sharing knowledge with both technical members of staff and end users through the creation of documentation as per agreed templates
  • Maintaining and developing own technical knowledge and skills through utilising online training platform
  • Identifying and escalating repeat issues to increase first time fault resolution
  • Delivering training to staff on core technologies such as Fuze and Microsoft Office
  • Supporting user audio/visual meetings and events in both office and off-site locations as required
  • Enforcing all IT security policies, reporting any breaches or risks to the Information Security team appropriately
  • Sharing responsibility of covering weekends on call with rest of the team


Your Experience


  • Relevant experience, working within a Service Desk environment
  • Extremely personable, able to communicate effectively with users at all levels of the organisation via various communication methods
  • Problem solver, demonstrate a logical approach to problem solving
  • Genuinely enthusiastic, remaining positive in challenging situations
  • Thirsty for knowledge, looking to develop and improve own skills
  • Excellent communicator, able to present complex technology information clearly and concisely, adapting communication style as required
  • Agile, able to react and adapt to varied situations in a calm and efficient manner
  • Attention to detail, along with a focus on deliverables
  • Team player, able to work effectively as part of a team which is spread out globally with varying workload and pressures


  • Experience working in an enterprise IT environment
  • ITIL v3 Foundation qualification
  • Experience supporting Mac OS operating systems
  • Familiarity with Technologies such as Fuze, AnyConnect VPN client, HP ServiceAnywhere ITSM tool, SharePoint, Office 365 (administration), Lenovo/Toshiba hardware, Papercut, Sophos Web Protection
  • Experience delivering IT support to senior members of staff within a large scale organisation


What We Offer

Our benefits package incorporates what we’re passionate about – unlocking your future, overall well-being and sustainability – whilst giving you control over your benefits.

  • 25 days of holiday per year – with the option to buy or sell between 1-5 days
  • Great learning and development opportunities
  • Pension, Private Medical and Dental Insurance plans
  • Life Assurance; Income Protection and Critical Illness covers
  • Option to opt into the Ascential Shares Scheme
  • Volunteering opportunities
  • Season ticket loans

In addition, we offer flexible benefit packages that include Childcare Vouchers; Cycle to Work; Retail Vouchers; Gourmet Card; Gym Flex; Gadget Insurance, Health Assessments and Will Writing.

We also place great importance on health, lifestyle and wellbeing consistently, in which you will have the options to fuel up on free fruit, attend yoga sessions, join our running club, or perhaps taking up on a lunchtime massages.Want more info?


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