Desktop Support Engineer

About the Role:

As a Desktop Support Engineer, you will make an impact by delivering high-quality IT service and user support to all levels of colleagues — both face to face and via email and telephone. You will be a valued member of the IT Service Desk team and work collaboratively with regional offices, third-party suppliers, and internal IT teams to ensure seamless day-to-day technology operations.

In this role, you will:

• Log, monitor, and resolve support requests and incidents in a timely and accurate manner using the firm's ticketing system.
• Troubleshoot hardware and software issues using diagnostic tools and investigation skills, escalating intelligently when required.
• Manage the full lifecycle of end-user devices — including laptop imaging, stock management, device allocation, return, and disposal — in line with HAM and AMDB processes.
• Deliver onboarding support, ensuring all new starters receive a fully configured, tested, and personalised device kit (laptop, iPhone, peripherals) prior to their joining date.
• Provide VIP support for partners, senior stakeholders, and time-sensitive priority requests, maintaining the highest standards of professionalism at all times.

Working Arrangements:

• This is a full-time office-based position and requires attendance at the office five days per week.
• Candidates should be flexible and willing to support planned change activities during weekends and after business hours.

Key Responsibilities

IT Responsibilities

• Prioritise BAU tasks and tickets, ensuring all incidents and service requests are logged via the proper channel and updated with accurate notes and status.
• Follow up with users regularly and ensure contact is made at the agreed time.
• Ensure laptops are imaged in advance for BAU, new starters, and break-fix scenarios.
• Manage laptop and iPhone stock; raise orders via the service portal or contact BRM when replenishment is needed.
• Manage peripheral stock (monitors, mice, headsets) and seek BRM approval to order additional units when required.
• Ensure permanent new hire laptops are ordered on time, imaged, personalised, and tested before the start date; ensure the full new starter kit is ready before the joining date.
• For contingent new starters, allocate a laptop from stock or raise a new starter form to order more if stock is low.
• Collect leaver laptops and update the AMDB in line with current HAM processes; wipe devices using the Blancco process where applicable.
• Reimage laptops still under warranty and prepare them for stock.
• For returned iPhones, wipe via Intune if required, unassign the SIM in the SIM provider portal, and store in stock for future allocation.
• For laptop refresh requests, ensure the correct device (as confirmed by vendor shipping details) is built and assigned, following the build guide and HAM process.
• Conduct routine floor walks to identify and resolve visible IT issues; respond promptly to reception queries regarding meeting room issues.
• For WFH equipment requests, refer users to the Home Equipment Policy.
• Provide assistance to third-line teams during out-of-hours work (incident, change, or service request) when approved by management.
• Support activities such as network changes, meeting room setup, and power shutdown events as required (business and non-business hours).
• Report, raise, and escalate issues that could become Major Incidents (e.g., network down, laptop build failures) and assist with troubleshooting and testing.
• Track all loan devices and ensure timely return; elevate overdue items to BRM.
• Assist with software installations only if approved and properly licensed; do not install unlicensed software.
• Do not support personal devices unless explicitly approved by management.
• Create and maintain documentation and knowledge base articles for troubleshooting and new IT procedures.
• Ensure accurate AMDB updates for all lifecycle events (allocation, return, repair, lost/stolen, disposal, warranty replacement).
• Support during Major Incidents, including bridge calls, onsite support, testing, and updates to incident managers.
• Provide after-hours support for major incidents or critical alerts when approved by management.
• Assist with testing after change activities such as deployments, network changes, Intune policy updates, OS updates, and hardware refresh cycles.
• Maintain accurate documentation for local IT processes, including starter/leaver workflows, imaging SOPs, Blancco steps, and device management procedures.
• Support hardware audits by validating inventory, ensuring asset tags match the AMDB, and reconciling discrepancies.
• Handle escal