Service Desk Engineer
SKILLS
FULL DESCRIPTION
About The Role
Turn data into action with [Employer hidden — view at passion-project.co.uk]. We help the world’s largest retailers and CPGs unlock performance in every store and on every shelf—combining cutting‑edge tech with deep retail expertise to drive measurable results.
Why this role matters
As a Service Desk Engineer, you’ll keep our globally‑distributed teams productive and secure. You’ll be at the heart of our Joiners/Movers/Leavers processes, access management, and remote hardware/software support—ensuring every colleague gets the right tools, permissions, and help at the right time.
Your working pattern
To support multiple time zones, you’ll work two weekday shifts (Monday–Friday):
- Shift 1: 06:00–15:00
- Shift 2: 14:00–23:00
> We rotate coverage to maintain service excellence across regions.
What you’ll do...
JML (Joiners/Movers/Leavers)
- Create, delete, and modify user accounts promptly
- Coordinate equipment moves with internal teams and suppliers
- Remotely configure, change, or reinstall devices (Windows laptops & MacBooks)
- Deliver induction IT training for new colleagues
Access Management
- Grant/revoke resource access with the right approvals
- Request licences/subscriptions as needed and maintain role profiles (RBAC)
- Implement least‑privilege and MFA best practices
Remote Hardware & Software Support
- Troubleshoot hardware incidents, guide colleagues remotely, and coordinate repairs/loaners
- Resolve software issues via remote assistance/desktop sharing
Service Excellence & Knowledge
- Own ticket queues: record requests from any channel, update tickets regularly, escalate major incidents, and meet SLAs
- Maintain CMDB accuracy
- Create/update knowledge articles
- Manage licences/subscriptions cost‑effectively
What you’ll bring
Must‑haves
- Demonstrable experience supporting Microsoft Windows 10/11 (OS installs/reinstalls, printers, VPN, AV)
- Confident with Microsoft Office (Outlook, Teams, Word, Excel, etc.) and administering Microsoft/Office 365 (users/groups at minimum)
- Experience with supporting Apple products.
- Hands‑on understanding of separation of duties, RBAC, least privilege, MFA
- Good knowledge of hardware support including AV products
You’ll stand out if you have
- Experience with Azure AD group/role management
- Exposure to SQL Server user access patterns
- Microsoft Intune (incl. packaging)
- Jira Service Management ticketing
- Relevant Microsoft and/or ITIL v3/v4 certifications
About You
About Us
We are a unique blend of retail expertise built up from extensive industry experience; mathematical talent that builds and maintains sophisticated algorithms; and engineering skill that handles vast volumes of data regularly.
We combine leading-edge technology with cutting-edge thinking, to help you tackle today’s mission-critical operational challenges and maximize your retail potential.
We focus on the factors that drive sales and profit performance, minimise waste and loss, and increase operational efficiency. The result: dynamic solutions that provide actionable insights and unparalleled time to value.
Our values underpin everything we do at [Employer hidden]. They drive us, define us and shape our decision-making. They’re also the reason the world’s largest retailers and CPGs find working with us so easy.
- We work hard
- We're curious
- We collaborate
- We take responsibility
Find out about life at [Employer hidden] and explore our current opportunities.
Be your authentic self- [Employer hidden] is committed to promoting equal opportunities in employment. All employees and any job applicants will receive equal treatment. We actively seek to create an environment where everyone feels respected, supported, and encouraged to contribute their best work.