P1 Recruitment is exclusively working with a successful British brand who is embarking on a major digital transformation. As part of this business critical transformation there is a new role within the IT department, the Senior Service Desk Engineer will join a high-performing IT support function supporting existing IT solutions and new IT solutions as they are rolled out. Responsibilities Troubleshooting end-user devices and applications. Ensure that IT issues & faults reported to the IT team are resolved quickly, meeting the departments service level targets and minimising disruption to business-critical systems. Mentor and lead junior members of the team. Update the Service Desk tool, detailing progress on the tasks for the end user and other team members. Log tickets using the Service Desk ticketing tool. Resolve complex hardware/software problems laptop/desktop builds. Support and troubleshoot Office 365 Suite & Microsoft Business Central. Provide EUC support Intune/Citrix/Entra ID/ Power BI. Support & troubleshooting - Telephone, voice, Teams, WIFI, VPN, SDWAN. Support Cyber Security monitoring endpoint security solutions - CrowdStrike/Trend Micro/MaaS 360. Prioritise support and maintenance tasks to meet service level expectations. Provide suggestions for improvement to the IT team based on user feedback and discoveries to reduce recurring faults and problems and thus improve the service. Be people-focused with a passion for technology and customer service. Work closely and collaboratively with other IT teams. Work on an on-call rota (1 week in 8). Requirements Excellent communication skills both in person and virtually. Knowledge of effectively using an IT service ticketing tool. Proven extensive experience working on a helpdesk. Microsoft Business Central, Intune, O365, Entra-ID, Azure, MaaS360, Manage Engine, SD-WAN. Passion for technology. Mentoring of Team members. Lead by example. Citrix knowledge. Microsoft Azure. Meraki Portal. ITIL Foundation.