Senior Service Desk Engineer

Description:

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.

Cvent is seeking a customer-focused, technically strong Senior Service Desk Engineer to join our London office as part of our Global Service Desk team. This senior individual-contributor role delivers a secure, reliable, and seamless technology experience for Cventers in the United Kingdom, across Europe, and globally when needed.

You will serve as a technical escalation point for the Service Desk and own complex employee technology issues from initial triage through durable resolution. You will combine hands-on troubleshooting with clear communication, sound judgment, and a continuous-improvement mindset across endpoints, identity and access, collaboration, connectivity, workplace technology, and IT assets.

You will partner with Enterprise Services, Information Security, Network and Infrastructure, Corporate Systems, CRM, AV, Facilities, regional IT teams, and external vendors to improve service quality, strengthen security and endpoint compliance, reduce recurring incidents, and build scalable support capabilities through standardization, automation, and documentation.

Support employees in the UK and across Europe, while contributing to global Service Desk
Partner with Office Leadership, Human Resources, and the Office Manager to maintain a safe, productive, and well-supported office environment.
Serve as a senior escalation point for complex Service Desk incidents, requests, and technical questions; drive investigation, resolution, and follow-up communication for high-impact issues.
Diagnose and resolve employee IT issues involving access and login problems, Windows and macOS laptops, enterprise software, peripherals, printers, mobile devices, basic networking, DNS, VPN and remote access, collaboration tools, AV, and conference-room technology.
Triage, prioritize, document, resolve, route, and escalate incidents and service requests; gather complete troubleshooting details and meet defined ticket SLAs and service-quality standards.
Communicate clearly with users throughout each case, provide timely status updates and viable workarounds, record resolution notes and time worked, and close tickets accurately.
Troubleshoot and administer identity and access services, including Active Directory and/or Microsoft Entra ID, account lifecycle activities, group membership, SSO, MFA, and application-access issues.
Provision, configure, deploy, maintain, recover, and refresh employee devices through the full endpoint lifecycle, including onboarding, repair and replacement, operating-system and application deployment, patching, encryption, endpoint-security tooling, and compliance remediation.
Own and support end-to-end IT asset lifecycle activities, from purchasing and vendor coordination through receiving, inventory, asset assignment, audits, reporting, repair, recovery, secure retirement, and responsible recycling or disposal.
Prepare and image or enroll laptops, support new-hire onboarding and offboarding, manage office hardware inventory, and assist with asset audits and reporting.
Apply ITSM best practices across incident, request, problem, change, knowledge, and asset management; identify recurring issues, contribute to root-cause analysis, and implement or recommend lasting corrective actions.
Support incident response and outage communications, monitor the ISHelp Slack channel, and participate in an on-call rotation and critical-incident coverage outside standard business hours as required.
Build and maintain high-quality knowledge articles, self-service guidance, runbooks, troubleshooting guides, and standard operating procedures that help employees and Service Desk engineers resolve issues consistently.
Use service data, ticket trends, customer feedback, and operational metrics to improve responsiveness, first-contact resolution, ticket quality, backlog health, mean time to resolution, asset accuracy, incident readiness, and employee experience.
Identify and automate repetitive support work using scripting, endpoint-management tools, workflow automation, and emerging AI-enabled support capabilities where appropriate.
Partner with Information Security to support secure endpoint and access practices, including least privilege, MFA, patching, encryption, EDR/anti-malware, device compliance, secure asset handling, and timely escalation of suspected security events.
Partner with Networking, Security, Corporate Systems, CRM, AV, Facilities, Infrastructure, and other IT teams; escalate issues when deeper expertise is required and coordinate resolution across teams and vendors.
Help maintain reliable AV, wireless, conferencing, and workplace technology for the London office, assigned European locations, and remote employees.
Participate in and make substantial contributions to office build-outs, office moves, expansions, workplace-technology refreshes, endpoint initiatives, migrations, automation, and process-improvement projects.
Travel to other Cvent locations up to 5% of the time as business needs require.
Provide professional, empathetic, and timely support to employees at all levels, including high-touch support for senior leaders when needed.
Perform other duties as assigned

Success in this role means combining excellent customer service, advanced technical troubleshooting, IT service and incident management, endpoint and asset support, and continuous improvement. You will be successful when you consistently deliver responsive, high-quality support; maintain strong customer satisfaction and ticket quality; improve mean time to resolution and first-contact resolution; keep asset records accurate; contribute to incident readiness; and create knowledge, automation, and process improvements that prevent recurring employee technology issues.

Required Qualifications

Demonstrable progressive experience in enterprise IT support, Service Desk, desktop support, endpoint engineering, or a comparable technical support role.
Demonstrated experience independently resolving complex end-user technology issues and serving as a technical escalation point.
Strong hands-on experience supporting Windows 11 and macOS in an enterprise environment.
Experience with endpoint-management tools such as Microsoft Intune, Jamf Pro, Microsoft Configuration Manager, Workspace ONE, or equivalent platforms.
Working knowledge of identity and access-management concepts and tools, including Active Directory, Microsoft Entra ID, SSO, MFA, group or role management, provisioning, and deprovisioning.
Experience supporting Microsoft 365, collaboration platforms, video conferencing, VPN or remote-access solutions, and common SaaS applications.
Experience using an ITSM platform, preferably Jira Service Management, including ticket workflows, queues, SLAs, automation, permissions, integrations, knowledge management, and reporting.
Strong troubleshooting skills across endpoint hardware, operating systems, basic networking, DNS, remote access, AV, conferencing, and peripheral devices.
Working knowledge of endpoint-security practices, including patching, encryption, endpoint detection and response, anti-malware, device compliance, and secure asset handling.
Experience managing IT assets across their lifecycle, including purchasing, inventory, auditing, reporting, recovery, secure retirement, and recycling or disposal.
Excellent analytical, written, and verbal communication skills, including the ability to explain complex technical issues clearly to nontechnical employees and stakeholders.
Strong customer-service mindset, ownership, prioritization, attention to detail, and ability to remain composed during high-impact incidents.
Ability to work independently and collaboratively in a fast-paced, global environment.
Ability to travel up to 5% of the time.