Overview Join us at our vibrant London City Office as a Desk Support Engineer and become a key player in our dynamic Digital Transformation team. This is more than just desktop support - it's about owning the full lifecycle of incident management, solving hardware, software, and network challenges with confidence and care. You’ll collaborate closely with our Support Services team to tackle complex issues and work with our IT Asset and Security Manager to manage service requests seamlessly. If you thrive in client-facing roles and love turning tech talk into clear, friendly guidance, this is your moment. We’re looking for someone who builds trust, brings energy, and genuinely enjoys helping people - because here, relationships matter just as much as resolutions.

Travel to other regional sites may be required. You will also be responsible for attending weekly asset meetings to ensure the London office is stocked with the required equipment, including managing the return of items and coordinating with relevant teams to maintain inventory levels. Key Responsibilities

Technical Support

Provide desktop support to end-users, resolving hardware, software, and network issues. Diagnose and troubleshoot incidents and service requests. Collaborate with other IT teams to resolve complex issues. Occasional planned & ad-hoc visits to multiple Hollis sites.

Incident Management

Take ownership of incidents, ensuring timely resolution and effective communication with end-users. Escalate issues to higher-level support or other teams as necessary, maintaining clear and concise incident records.

Problem Management

Identify and manage IT problems, reducing business disruption and enhancing customer service.

Customer Service

Deliver exceptional customer service, maintaining a positive and professional manner. Communicate technical solutions in user-friendly language. Provide end-user guidance and assistance as needed.

Documentation

Maintain accurate and up-to-date documentation for all support activities. Contribute to the knowledge base by documenting solutions to common issues.

Collaboration

Collaborate with first line support analysts to improve first-time resolution rates. Work closely with other IT teams to enhance overall system performance and reliability.

Experience, Qualifications And Skills Required

Thorough understanding of:

Windows 11 Active Directory, Group Policy, DNS, Azure AD Microsoft Office 365 Suite Microsoft Intune MDM Troubleshooting laptops and desktops Antivirus and antimalware solutions

Minimum 3 years’ experience in IT support ITIL Foundation or good understanding of the framework Passion for IT and professional growth Ability to identify problem trends and escalate as needed Customer-focused with excellent interpersonal, verbal, and written communication skills Ability to work to tight timescales and manage competing priorities Strong problem-solving and troubleshooting skills Excellent time management and scheduling skills Good organisation, prioritisation, and teamwork Ability to interpret and follow technical procedures Experience using help desk/incident management applications

Hollis is a leading independent real estate consultancy. We work with owners, occupiers, developers and funders, across both private and public sectors, to help them get more out of their real estate. We’re a multi-skilled team of surveyors, engineers, ESG consultants, project managers and technical specialists operating across the UK, Ireland and mainland Europe. We have a unique way of working and believe that people do things better by doing them together. We aim to do the right thing, be clear, transparent and find some fun along the way. Being friendly and down-to-earth has always been crucial for us. We’ve consistently been rated by The Sunday Times, Property Week and Estates Gazette as a ‘best place to work’, and our employee-owned structure proves that we really do put our people first. Day to day you’ll get to experience and test yourself on a great variety of challenges, with support, encouragement and learning all the way. We’ll help you shape and pursue your own career, making sure you have the training and opportunities you need to achieve your best. And you’ll find we take care of you in a whole range of ways that make Hollis a healthy and happy place to work. We have fun too, with away days and a lively social calendar. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology

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