Desktop Support Engineer
Location: Belfast, Northern Ireland, United Kingdom
We are seeking a proactive and customer-focused Desktop Support Engineer to join a small, dedicated team delivering both front and back-office IT support across multiple client sites. This site-based role is responsible for providing high-quality desktop support, contributing to project work, and assisting with stores-related activities.
As a key member of the support function, you will work closely with internal teams, end users, client IT stakeholders, and third-party vendors. You will report to both internal and client-side leads and play an important role in ensuring smooth daily operations and a high standard of customer experience.
Key Responsibilities
Front & Back Office Support
* Support and maintain legacy and bespoke hardware/software environments aligned to specific business areas.
* Deliver effective incident and request resolution across all supported business units.
* Provide deployment and support for desktops, laptops, thin clients, tablets, telecoms, and mobile devices.
* Apply and maintain corporate operating system builds across supported devices (Windows and iOS environments).
* Support core build software throughout its lifecycle, including bespoke and newly introduced applications.
* Perform application troubleshooting, installation, and reinstallation.
* Log and manage incidents, service requests, and changes using an ITSM tool, ensuring SLA compliance.
* Support office moves, including surveys, ad-hoc requests, post-move support, and project-related relocations.
* Provide multi-function device (MFD) and printing support, including on-call cover where required.
* Support corporate networking and Wi-Fi, including patching, troubleshooting, and root cause analysis.
* Develop understanding of business continuity and resilience support requirements across UK locations.
* Provide mobility support and act as a point of escalation where required.
* Support users with occupational health and health & safety requirements, including advice and implementation.
* Escalate incidents appropriately to ensure effective resolution across multiple UK locations.
Data, Hardware Controls & Inventory
* Produce reports and ad-hoc analysis relating to incidents, assets, and service performance.
* Work closely with desktop controls teams to manage stock and inventory reporting.
* Maintain accurate IT asset records, including device lifecycle, user assignments, and hardware details.
* Support transition, alignment, and transformation projects across multiple business areas.
* Create and maintain knowledge base articles and technical documentation.
Team Support & Coordination
* Adhere to local and business health & safety policies.
* Promote and comply with corporate IT security standards and guidelines.
* Liaise with colleagues and stakeholders to ensure a consistent and high level of IT support is delivered.
Skills & Experience
* Experience working in a regulated or enterprise IT environment (financial services experience preferred).
* Proven experience delivering face-to-face desktop / end-user support.
* Strong working knowledge of Windows and macOS operating systems.
* Experience troubleshooting hardware, software, and peripheral issues.
* Familiarity with Active Directory, user account management, and basic networking concepts.
* Experience supporting common business applications (e.g. Microsoft 365, email, VPN, printers).
* Ability to resolve standard tickets independently and escalate complex issues appropriately.
* Willingness to work shift rotations based on location and support requirements.
* Flexibility to provide support across different UK locations when required.