Desktop Support Engineer – IT Helpdesk (Birmingham)

About the role

The Desktop Support Engineer will join the Digital and Technology department of the Gambling Commission, providing second‑line IT assistance to staff across the organisation. Working in a fast‑paced, collaborative environment, you will help ensure that hardware and software services run smoothly and meet business continuity and security standards.

Key responsibilities

• Investigate and resolve 2nd line IT tickets covering Windows 11, iOS, and a range of software applications.
• Provide clear, timely updates to end users and escalate major incidents affecting multiple users.
• Write and maintain ICT guidance for both technical colleagues and non‑technical staff.
• Ensure all support activities comply with the Commission’s security and business‑continuity requirements.
• Build effective relationships with stakeholders to deliver efficient IT solutions.

Required profile

• Experience troubleshooting Windows 11 and iOS operating systems.
• Proficiency with Microsoft Office 365, SharePoint, OneDrive, Active Directory/AAD, Intune, Entra and Adobe Creative Cloud.
• Hands‑on experience configuring and supporting Microsoft Surface laptops, Apple iPhones and iPads.
• Ability to work independently in an indirectly supervised environment.

Required skills

• Windows 11
• iOS
• Microsoft Office 365
• SharePoint
• OneDrive
• Active Directory / Azure Active Directory
• Intune
• Entra
• Adobe Creative Cloud
• IBM products
• Microsoft Surface laptops
• Apple iPhone
• Apple iPad

What we offer

• Civil Service Pension with 28.97% employer contribution
• 26 days holiday (rising to 29 after two years) plus holiday purchase scheme
• Flexible and family‑friendly working policies, including hybrid office/home working
• Ergonomic, fully accessible office near Birmingham New Street Station
• Open, collaborative culture focused on employee wellbeing