IT Service Desk Engineer

Service Desk Senior Engineer

At AlixPartners, we solve the most complex and critical challenges by moving quickly from analysis to action when it really matters; creating value that has a lasting impact on companies, their people, and the communities they serve. By understanding, respecting, and honouring the needs of our employees, clients, and communities, AlixPartners actively promotes an inclusive environment. We strongly believe in the value that diversity brings to our experiences and are committed to the perpetual enhancements of initiatives, policies, and practices. We hold ourselves accountable by providing the space for authenticity, growth, and equity for everyone.

AlixPartners has embraced a hybrid work model to provide flexibility and support our employees’ work-life integration. Our hybrid model combines a mix of in-person at an AlixPartners office and remote working. 

What you’ll do

In this critical role on AlixPartners’ Corporate Services Information Technology team, a successful Service Desk Engineer will work on the IT Service Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in-depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person.

Participate in the onboarding/offboarding process. This includes, but isn’t limited to ‐ set up of accounts, new equipment, and distribution to new employees.

We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that this candidate would need to display.

The Service Desk Senior Engineer is in London, UK, reporting to the Service Desk Lead. Paid relocation is not available.

Key responsibilities and accountabilities

• Coordinate and monitor the creation of user information: user IDs, email, and mobile phones.
• Coordinate timely setup and distribution of new equipment by directly organising the Service Desk staff to facilitate.
• Handle incoming IT queries and help requests from end users, either via email, chat message or over the phone in a timely fashion.
• Take detailed notes of the problem the user is experiencing, ask questions to establish the full scope, determine the steps that can be taken to resolve the issue, and manage the flow of incoming support requests.
• Directly resolve user technical issues as they arrive. This can involve in-person help, remotely accessing the user’s computer and making changes to their system and settings, or walking the user through steps they can take to resolve the issue on their own.
• Maintain detailed records of user issues with software and hardware to help diagnose and repair complex issues and provide IT departments with data on recurring issues and problems reported by multiple users. By maintaining detailed records, the service desk team can also look at a user’s history of software or hardware issues and make recommendations to prevent future problems.
• Escalate requests that cannot be resolved by the Service Desk to higher level IT teams and contact third-party vendors for warranty service repair as necessary.
• Provide routine contact support one-on-one end-user problem resolution over the phone or by email.
• Maintain and ensure the accuracy of all asset information for all PCs, local/networked printers, monitors and defined peripherals.
• Administer mobile technology (not limited to) iOS and InTune.
• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Participate and assist in office moves, this involves user workstations (laptop, monitors, phone, docking station, keyboard/mouse, network cables...etc.) move and setup from one area/floor to another, or assist with a new workstation setup.
• Document all processes with a remit for continuous improvement/evolution of the process.
• Additional responsibilities as identified; this description is not designed to encompass a comprehensive listing of required activities, duties or responsibilities.

What you’ll need

• Minimum five (5) years of experience in similar roles*
• High level of attention to detail
• Knowledge of Exchange ActiveSync
• Knowledge of Microsoft Office 365, Outlook, Teams, Desktop and Laptop PCs, Windows 11, relevant software, printers, and networking
• macOS and Jamf knowledge is a plus
• Familiarity with working from a ticketing system as part of a larger team supporting many clients
• Highly effective customer service and interpersonal skills
• Ability to work within a team in high-pressure situations
• Willing to learn; adaptable with a “can do” attitude
• Excellent written and verbal communication skills in English, other language skills desirable
• Ability to lift 25 Kg
• Occasional travel, less than 5% and occasional non-normal business hours maintenance
• Willingness to work outside of normal business hours, and as unique projects/needs arise
• Must become familiar with, and promote and abide by, our Core Values as defined by the AlixPartners’ Code of Conduct and foster an inclusive environment with people at all levels of an organization
• Must be currently authorized to work in UK, visa sponsorship is not available for this position

*This does not preclude applications from candidates with more or less than the stated number of years of experience.

In addition to a positive workplace, the firm offers a competitive compensation package, including an excellent benefits programme. Benefits differ dependent on location.

AlixPartners is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. AlixPartners is a proud Silver award-winning Veteran Friendly Employer.