Desktop Support Engineer

We are now looking for a Desktop Support Engineer to join our Technology Services Department working from our London office. Reporting into the Application Support Manager, you will be responsible for ensuring that incidents and service requests are resolved within SLA and act as the first point of escalation and support for IT queries. This is a very technical Service Desk and the successful candidate will gain experience and knowledge of a very wide range of technologies. As such, this role could be suitable for those with experience on a Service Desk who are looking to increase their technical experience, or those looking to start in IT that have strong evidence of technical and analytical skills gained through education. 

Key responsibilities: 

  • Logging calls via telephone and gathering sufficient details for resolution by the relevant person. 

  • Provide local desktop support for the London Office. 

  • Classify calls to the service desk on arrival via email. 

  • Perform troubleshooting with end users via email, telephone and in person. 

  • Take ownership of technical problems and see through to resolution, even when passed to third parties. 

  • Help to plan and execute desk moves. 

  • Install software on new PC’s and Laptops. 

  • Setup mobile devices to users, e.g. Android, iPhone, iPads. 

  • Maintain and update working documents such as mobile phone lists, and asset registers. 

  • Ensure that all duties are carried out with the aim of protecting customers and improving customer experience. 

  • Supporting and enabling the business to achieve its regulatory requirements, including consumer duty. 

Desired experience/skills: 

  • Strong customer focus, demonstrated through an excellent telephone manner and the way in which problems / issues are handled and resolved. 

  • Excellent problem solving and analytical skills, evidenced via previous work experience or technical / scientific qualifications. 

  • Ability to work and communicate with people at all levels. 

  • Administration of systems including troubleshooting of MS Active Directory, MS Exchange, Cisco Call Manager, VMWare vSphere and Horizon View Client 

  • Knowledge and experience of Windows 10, Windows Server 

  • Ability to set up and configure PCs and Laptops. 

  • Experience of Microsoft Office applications. 

  • An active knowledge of information technology, and a passion for keeping up to date with the latest technologies. Desire to learn new skills and progress professionally. 

  • Positive approach to new problems. 

  • Flexible and adaptable. 

  • Ability to work under own initiative as well as part of a team. 

  • Experience working with Apple Macbooks is desirable. 

About us

AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers to DIY investors with little to no experience. We have over 620,000 customers using our award-winning platform propositions to manage assets totalling more than £96.1 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.

Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with offices in central London and Bristol, we now have over 1,500 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years and in 2024 named a Great Place to Work®.

Our perks and benefits

  • Competitive starting salary
  • Starting holiday entitlement of 25 days, increasing up to 31 days with length of service and a holiday buy and sell scheme
  • A choice of pension schemes with matched contributions up to 6%
  • Discretionary bonus scheme
  • Annual free share awards scheme
  • Buy As You Earn (BAYE) Scheme
  • Health Cash Plan – provided by SimplyHealth
  • Private healthcare scheme and dental plan
  • Free gym membership, with an on-site gym providing a wide range of free classes
  • Employee Assistance Programme
  • Bike loan scheme
  • Sick pay+ pledge
  • Enhanced maternity, paternity, and shared parental leave
  • Loans for travel season tickets
  • Death in service scheme
  • Paid time off for volunteer work
  • Charitable giving opportunities through salary sacrifice
  • Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
  • Ongoing technical training
  • Professional qualification support
  • Talent development programmes
  • Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
  • Monthly leadership breakfasts and lunches

Hybrid working

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you’ll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.

Apply Now