Our Ways of Working Principles: We believe that most of us do our best work when we work together, but we know that everyone works in different ways, and quite frankly, has other commitments and responsibilities outside of work. As we further adjust to hybrid working, we want to take what we've learnt from working remotely and keep the flexibility that's enabled us to thrive and keep driving our business forward. We have some core principles which support us in this: Do what’s right Trust & give permission Delivery matters We understand ways of working can look different based on your role, team and you as an individual so we are here to support and discuss this with you during the interview process. London – Hybrid (x days per week) | Competitive Salary Benefits About the role We’re looking for a Service Desk Engineer to be the friendly first point of contact for all IT support across the Moonpig Group. You’ll combine your technical know-how with a customer-first mindset to keep our people connected, productive, and happy — whether that’s solving a quick tech hiccup, managing onboarding and offboarding, or rolling out improvements that make our systems run smoother. You’ll be part of a collaborative IT Operations team that thrives on solving problems, sharing knowledge, and making things better every day. If you’re driven by helping people, love working with a mix of tech, and enjoy the variety of support work, this role’s for you. Key Responsibilities: Be the first responder for user support incidents and requests via our ITSM tool and Slack channel Onboard and offboard employees from IT systems Provision and decommission IT hardware Provide onsite IT support at Herbal House, plus planned site visits across the UK, Guernsey, and the Netherlands Capture and contribute missing knowledge to the service desk library Create and maintain technical documentation and end-user guides Actively take part in continuous improvement initiatives About You: Previous experience in IT Service Desk or Desktop Support roles Knowledge of the ITIL framework and processes like Incident Management and Request Management Experience working with Google Workspace, Slack, on-prem Active Directory, Okta, Windows, and macOS Proficient with ITSM tools (e.g. ServiceNow, HaloITSM, Freshservice) Skilled with Mobile Device Management tools (e.g. Intune, Jamf, Kandji, Endpoint Central) Bonus points for IT certifications, experience delivering CI initiatives, or an interest in automation Our Tech Environment: Okta Google Workspace Slack Endpoint Central Windows & macOS Freshservice Active Directory How we get there: We put our people first — focusing on positive, friendly, and solution-oriented support We share knowledge openly to make life easier for our colleagues and ourselves We constantly look for ways to improve, automate, and work smarter Want to hear more? Find out more about Moonpig Group and what it has to offer here ! Moonpig’s Commitment to Equality, Diversity and Inclusivity At Moonpig Group, we’re committed to creating an inclusive and caring culture with brilliant people who feel a real sense of belonging. We welcome and celebrate all diverse backgrounds to Moonpig Group, from working parents who need flexibility with their hours to individuals who are neurodiverse and prefer to work a certain way. We’re proud to have several employee-led committees within our organisation, including the LGBTQ, Gender Balance, Neurodiversity and our EMBRACE (Educating Myself for Better Racial Awareness and Cultural Enrichment) Committees. We’ll continue to push for diversity and that sense of belonging so that all Moonpig Group employees feel safe and comfortable to be their true authentic self at work.