Hamilton Barnes 🌳
Service Desk Engineer
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Service Desk Engineer (L1)
An opportunity has opened up for a Service Desk Engineer (L1) to join an established on-site team supporting a private healthcare company in Kensington, London. This is an immediate start contract, giving you the chance to build hands-on experience across incident, problem and request management within a structured, SLA-driven service desk environment. You'll benefit from a hybrid working pattern balancing on-site collaboration with remote flexibility, a competitive outside IR35 day rate, and the potential to extend your contract well beyond the initial term as the account grows. If you're looking for immediate work with a supportive team, genuine exposure to ITIL-aligned service desk processes, and the opportunity to develop your career in a healthcare-adjacent IT environment, this role is worth a look.
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Responsibilities:
- Respond to customer incidents and requests logged via email, portal, phone and walk-ups
- Resolve incidents and requests within SLA, escalating to other resolver groups and vendors where required
- Administer the problem management process
- Manage tickets for Incidents, Problems and Requests within the Service Management Tool, ensuring high quality updates
- Triage and assign tickets, including those logged automatically via email/portal
- Confirm ticket priority following initial assessment
- Check on-hold tickets daily and provide customers with progress updates
- Draft and review knowledge base articles and issue documented user guides
- Conduct customer satisfaction calls
- Support continual service improvement across the desk
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Skills/Must Have:
- Minimum 2 years' experience in IT support
- Excellent troubleshooting skills
- Good working knowledge of Windows 7, Windows 10, Windows Server, Active Directory, Exchange
- Understanding of networking and hardware troubleshooting
- Competent PC usage skills, specifically Microsoft Office applications
- Available to start immediately
- Able to commit to 3 days on-site in Kensington, London, with 2 days remote
Benefits:
- Immediate start
- Outside IR35 engagement
- Hybrid working pattern (3 days on-site / 2 days remote)
- Potential for contract extension up to 6 months
- Exposure to ITIL-aligned service desk processes in a healthcare-adjacent environment
- Supportive, established on-site team
- £150 per day (Outside IR35)
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