Aon Corporation
Service Desk Engineer
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Service Desk Engineer (Microsoft 365 & End-User Computing)
We’re looking for a highly skilled Service Desk Engineer to support Microsoft 365, end-user computing, identity, and collaboration services across the organization. This role provides advanced end-user support, leads complex troubleshooting and root-cause analysis, resolves the majority of user issues independently, and partners closely with Infrastructure, Security, and Identity teams to drive timely resolution of escalated or recurring problems. The Service Desk Engineer plays a critical role in maintaining a reliable, secure, and productive end-user environment while contributing to operational maturity, technical standards, knowledge development, and continuous service improvement.
About the Role
- Provide advanced end-user support for Microsoft 365 and collaboration tools
- Lead complex troubleshooting, root-cause analysis, and independent issue resolution
- Collaborate with cross-functional teams to resolve escalated or recurring problems
- Support knowledge development, technical standards, and continuous service improvement
Essential Duties & Responsibilities
Core Responsibilities
- Resolve complex Service Desk tickets related to:
- Microsoft 365 (Outlook, Exchange Online, Teams, SharePoint, OneDrive)
- Windows devices (including Intune-managed endpoints)
- Collaboration tools (requiring deeper technical troubleshooting and cross-team coordination)
- Perform root-cause analysis and drive issues to resolution for Outlook, Exchange Online, Teams, SharePoint, OneDrive, and desktop application issues
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
-
Provide clear communication, sound judgment, and timely follow-up throughout the ticket lifecycle, including high-impact and recurring issues
-
Deliver professional, high-quality support to business users (including executives)
- Serve as a technical resource and mentor for peers
-
Support user onboarding, offboarding, and access changes in Entra ID (Azure AD)
- Ensure accuracy, timeliness, and compliance with established controls
-
Troubleshoot MFA, sign-in, and access issues
- Identify patterns, recommend corrective actions, and collaborate with Identity and Security teams on conditional access or policy-related issues
-
Troubleshoot Intune-managed Windows devices
- Handle compliance issues, application installs, device configuration, and advanced endpoint troubleshooting
-
Document troubleshooting steps, resolutions, root-cause findings, and escalation details in the ticketing system
-
Contribute to knowledge base articles, standard operating procedures (SOPs), and support documentation to improve:
- Consistency
- Knowledge sharing
- Service quality
-
Follow established incident, change, and security processes in a regulated environment
- Apply sound judgment and appropriate escalation for risk management
-
Assist end users during tenant transitions, acquisitions, divestitures, and device refreshes
- Identify opportunities to reduce disruption and improve execution
-
Participate in day-to-day technology operations
- Contribute to:
- Service improvements
- Recurring issue reduction
- Operational maturity initiatives
- Contribute to:
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- Collaborate closely with Infrastructure, Security, and Identity teams to:
- Resolve complex issues
- Improve support standards
- Strengthen the end-user computing environment
Knowledge, Skills & Abilities
Experience & Technical Skills
✅ 5–8+ years of Service Desk, End User Support, or End User Computing experience in a corporate environment (broader experience considered for Senior scope) ✅ Strong, hands-on experience supporting Microsoft 365 in an enterprise environment, including:
- Outlook, Teams, SharePoint, and OneDrive ✅ Working knowledge of:
- Entra ID (Azure AD), MFA, and user access troubleshooting
- Complex authentication and access investigations ✅ Experience supporting Intune-managed Windows endpoints, including:
- Device compliance
- Configuration and application support ✅ Ability to:
- Resolve most issues independently
- Exercise sound technical judgment
- Coordinate effectively across teams when deeper expertise is needed
Soft Skills & Workforce Readiness
✅ Strong customer service, documentation, communication, and organisational skills ✅ Ability to mentor peers and support operational consistency ✅ Preferred: Experience in financial services or regulated environments
Certifications & Licenses
➡ None required
Position Reference: SERVI015413
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills