Job Title: Service Desk Engineer (Provisioning Engineer) Location: Norfolk (Home / King's Lynn Hybrid) Salary: £30,000 – £40,000 per annum (dependent on experience) Reports to: Service Delivery Manager (SDM) Workplace IT is the UK’s leading provider of IT Managed Services to the Health and Social Care Sector supporting many large clients in complex and highly regulated environments. Overview The Provisioning role is based around client change management requests, the role is fast, precise, and consistent. Each day you will handle a high volume of structured technical tickets, with your schedule managed by a service coordinator for accuracy, communication and service. Key Responsibilities Execute user IT change requests including: Microsoft 365 and MFA user creation and decommissioning. Intune profile setup and adjustments. Password resets and permission changes. Permission access management. Follow detailed, client-specific processes and update tickets in real time. Collaborate with clients in-house IT teams. Communicate extensively by phone with business end users. Identify undocumented or outdated procedures, raise issues, and help refine processes. Deliver exceptional accuracy and customer service on every ticket. Maintain a steady throughput of 30 tickets (average) per day (circa 15 minutes each). About the Role This is a high-intensity, precision driven role. Your day is fully scheduled by a coordinator who manages workload balance. Some tickets take 5 minutes, others 30 minutes. You’ll thrive if you like structure, process, and measurable output. This is not a First Line Helpdesk role, it sits alongside a second line role in complexity and accountability but suits somebody who prefers a planned day rather than unpredictable troubleshooting. Skills and Attributes Strong technical grounding in Microsoft 365, MFA and Intune. Process-focused mindset; ability to follow instructions exactly. Excellent written and verbal communication and comfortable on the phone. High attention to detail and accuracy under pressure. Self-starter who flags process gaps and helps improve them. Self starter who will achieve exceptional customer service regardless of barriers. Resilience for repetitive work and sustained high workload. Requirements Previous MSP or multi-client IT environment experience preferred. Proven track record of consistent performance and ticket management. Minimum one days per week in King’s Lynn office or as needed Suitability This role will suit somebody who: Enjoys structure, measurable targets, and clear expectations. Takes satisfaction from accuracy, consistency, and service quality. Wants to develop deeper knowledge of Microsoft provisioning and automation. This role does not suit candidates who prefer open-ended troubleshooting, light ticket volumes, managing their own workload or struggles with picking up the phone. Remuneration: Basic Salary £30,000 to £40,000 (DOE) 25 x Days Holiday plus UK Bank Holidays (Total 33 x Days Holiday) Contributory Pension Scheme (NEST) Personal Learning Plan with Quarterly 1:1 Reviews Collaborative / UK Team Culture Excellent Opportunities for Progression across teams, into Projects or R&D. Work from Home IT Setup. Working Pattern: 9:00am to 5:30pm Monday to Friday. Location: You can be based from home anywhere in Norfolk / Suffolk / Cambridgeshire. We like to collaborate as a team at least one day per week in our modern, King’s Lynn office. Flexibility to attend the office at short notice based on client and project requirements. Interview Process: Step 1: Microsoft Teams Interview. Step 2: In-Person Interview at the King's Lynn office Step 3: Personality Profiling and DBS Checks