Job Description
Role: IT Service Desk Engineer (Level 2)
Location: London (5 days per week, on-site)
Shift Options: 8:00am – 4:30pm or 9:30am – 6:00pm
Duration: 3 months (with possibility of permanent conversion)
IR35 Status: Outside IR35
This is a hands-on, technical delivery role supporting 6,000+ users across Fitch Group's global service desk. Your responsibilities will include:
• End-to-end incident and request management (Level 2)
• Advanced troubleshooting of Windows and macOS endpoints
• Microsoft 365 support (Teams, Outlook, OneDrive, SharePoint)
• Endpoint management via Microsoft Intune
• Cisco video conferencing support
• User onboarding and offboarding execution
• Ticket logging and management via Jira Service Management
• Contribution to knowledge articles and SOPs
• Structured escalation management with strong SLA awareness
Essential:
• 2+ years' experience in a Service Desk or IT support environment
• Proven Level 2 troubleshooting experience in a multi-platform enterprise setting
• Strong communication skills — ability to explain technical issues in plain business language
• UK-based candidates only
Desirable:
• Jamf experience for macOS device management
• VIP / executive support experience
• Knowledge of SSO/MFA and identity & access concepts
• Familiarity with security tooling (Zscaler, CrowdStrike)