IT Service Desk Engineer

Position: IT Service Desk Engineer

Location: Maidenhead, Berkshire (On-site, 5 days a week)

Job Type: Full-Time, Permanent

Salary: Up to £35,000 per annum

Be the person colleagues call when they need IT to just work.

Life Services Group has brought together some of the UK's most recognised end-of-life brands under a single vision: to support families through every stage of planning for and navigating life's most difficult moments.

Behind every family we help is a colleague who needs their systems, devices and tools to work first time. As an IT Service Desk Engineer at Dignity, you'll be the first point of contact for those colleagues. You'll keep our people connected, confident and able to focus on the families who rely on us.

What you'll be doing

• Providing first-line technical support by phone, email, in person and other channels, always in a professional and courteous way.
• Carrying out thorough diagnostics to resolve issues at the first point of contact wherever possible.
• Taking ownership of unresolved tickets, keeping users informed and escalating in good time.
• Attending Dignity sites when needed for issue resolution, site surveys and hardware installations.
• Logging, managing and tracking all incidents and requests in our ITSM system.
• Spotting repeat issues early and escalating service risks or major incidents to the IT Management Team.
• Keeping your knowledge of Dignity's IT systems and current technologies up to date.
• Supporting compliance with IT security and business continuity standards.
• Meeting or exceeding SLA targets and delivering timely, high-quality solutions.

What you'll bring

We're looking for someone who loves solving problems and understands that great IT support is as much about communication as technical knowledge.

You'll have:

• Previous experience in a service desk or helpdesk role (1st or 2nd line).
• Experience using a ticketing or service management system (e.g. ServiceNow, Freshservice, Zendesk).
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, printers and peripherals.
• Experience with Active Directory, user account management and remote desktop tools.
• A track record of taking ownership of incidents through to resolution.
• Excellent communication and customer service skills, with the confidence to speak clearly to colleagues at all levels.
• Experience supporting macOS, mobile devices and MDM.

You'll be someone who is happy working independently or as part of a team, copes well under pressure, pays close attention to detail and brings a positive, proactive attitude to everything you do.

What you can expect from us

As a key contributor to our business, you'll benefit from a package that reflects your impact, supports your wellbeing and helps you continue to grow your career with us.

• Time to recharge - Accrue up to 25 days' annual leave plus bank holidays, based on the hours you work, giving you valuable time to rest, recharge and maintain a healthy work-life balance.
• Extra reward - Opportunity to earn a yearly bonus of up to £300-£500 in recognition of your contribution.
• Planning for your future - 4% matched pension.
• Peace of mind - Life assurance at 2x salary.
• Everyday savings - MyStaffShop discounts, eyecare support and flu jab reimbursement.
• Support when you need it - 24/7 Employee Assistance Programme, occupational health and confidential counselling.
• Learn and grow - Ongoing training, internal learning pathways and apprenticeships.
• Making work easier - Free on-site parking at most locations.

Why Life Services Group

Life Services Group exists to help every family in Britain navigate the hardest moments of life. We bring together trusted names across funeral services, crematoria and cemeteries, legal services, direct cremation and wills, including Dignity Funeral Directors, CMG, Simplicity Cremations, Dignity Legal Services and Farewill, so families can get more of the support they need in one place.

Our ambition is to support one in three families across the UK as they plan for, navigate and deal with death. We want to set a new standard for care, service and simplicity across the sector.

Death is part of life, and being there for families when it matters is what we do. That means making difficult moments feel more supported, more straightforward and more human.

We are building a modern group that supports families at every stage, from planning ahead with wills and funeral plans, to arranging a funeral, cremation or burial, and managing probate afterwards. This is a defining moment for our business. With stronger foundations, clearer strategy and real momentum, we can change end-of-life care for the better. We are modernising how we work, investing in our colleagues and technology, and helping more families than any one brand could alone.

Wherever you work in Life Services Group, in one of our local teams, specialist brands or group functions, you'll be part of work with meaningful purpose. You will help families through some of life's hardest and most important moments.

Across all our brands, we want colleagues to grow with us through better training, stronger support, modern tools and clearer opportunities to build skills and confidence. You'll be part of teams who care deeply about what they do, look out for each other and take pride in doing work that matters.

You will also help shape the future of end-of-life care. That means making support simpler, more connected and more human for families, while each brand keeps the identity, expertise and community connection people already know and trust.

If you want a career with meaningful purpose, room to grow with us and the chance to shape the future, find your Life's work.

FCA Statement

Dignity is part of a group that includes FCA-regulated activities, and some roles may be subject to relevant training, screening, conduct, and regulatory requirements. This will be confirmed as part of the recruitment process.

Equality, Diversity and Inclusion Statement

We know that diverse teams make better decisions, build better products, and create a better place to work. Whoever you are, wherever you're from, and whatever your life looks like, we'd love to hear from you. And if there's anything you need to make the process more accessible, please let us know

Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

We reserve the right, depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.