Service Desk Engineer

The International Transport Workers Federation; Greater London; On-site; GBP 40,000 - 50,000; Full time

Job summary

An international transport authority based in London is looking for a Service Desk Engineer to deliver high-quality technical support. You will be responsible for first- and second-line support, manage incidents efficiently, and contribute to improving IT services organization-wide. The ideal candidate will have solid troubleshooting skills, a user-focused mindset, and a proactive approach to service quality. This role offers the opportunity to be part of a dynamic organization committed to inclusivity and global worker representation.

Benefits

Pension

Learning and Development Opportunities

Contributions

Qualifications

• Hands-on experience providing first- and second-line IT support.
• Strong troubleshooting skills with Microsoft platforms and networking fundamentals.
• Excellent interpersonal skills for communication with non-technical users.

Responsibilities

• Provide first- and second-line technical support to users.
• Manage incidents and service requests ensuring timely resolution.
• Assist with onboarding processes for new staff.

Skills

Technical Support

Troubleshooting

User-Focused Mindset

Continuous Improvement

Job description

Are you an IT support professional with a passion for delivering exceptional service The ITF is seeking a Service Desk Engineer to provide responsive technical support maintain reliable digital systems and enhance the user experience across a global organisation. Working as part of the Systems Digital and Data team youll play a key role in keeping our technology running smoothly.

ABOUT THE ROLE

The Service Desk Engineer ensures the smooth and efficient delivery of IT services across the organisation. Youll be the first point of contact for staff seeking technical assistance providing high-quality first- and second-line support while maintaining the stability and reliability of our digital platforms.

Youll handle service requests and incidents manage tickets within agreed SLAs and ensure users receive timely clear and user-friendly resolutions. The role also supports onsite IT operations at our London office including audiovisual systems and hybrid meetings and contributes to wider digital improvement initiatives.

This is an exciting opportunity for an experienced user-focused IT professional who enjoys solving problems supporting others and helping shape how technology empowers the organisation.

Key responsibilities include :

• Technical Support : Provide first- and second-line technical support to users across the organisation. Deliver onsite assistance for audiovisual and conferencing systems. Support hybrid meetings and events troubleshooting AV and connectivity issues.
• Incident & Request Management : Manage incidents and service requests through the service desk system ensuring timely resolution. Escalate complex issues to higher support tiers or specialist teams when necessary. Monitor service performance and identify opportunities for improvement.
• User Life-cycle Support : Assist with staff on-boarding movers and leaver processes (account setup equipment etc.) ensuring smooth transitions and continuity of IT access.
• Documentation & Knowledge Sharing : Create and maintain IT documentation FAQs and user guides to support self-service and consistent resolution. Maintain accurate records of systems assets and procedures.
• Security & Compliance : Uphold IT security standards data protection and GDPR protocols. Promote secure user practices and report potential risks or breaches.
• Collaboration & Continuous Improvement : Work closely with the wider Systems Digital and Data team on infrastructure and transformation projects. Identify and contribute to process improvements that enhance service quality and efficiency.

ABOUT YOU

Were looking for a motivated technically capable and service-oriented individual who takes pride in helping others and delivering excellence.

• Technical Expertise : Hands-on experience providing first- and second-line IT support with strong troubleshooting skills and a good grasp of Microsoft platforms collaboration tools and networking fundamentals. Experience supporting audiovisual and meeting room systems.
• User-Focused Mindset : Excellent interpersonal and communication skills with non-technical users and the ability to resolve issues efficiently.
• Continuous Improvement & Innovation : A proactive approach to improving service quality whether through documenting solutions refining processes or adopting new technologies. A commitment to learning and staying current with emerging digital trends.

THE ORGANISATION

The International Transport Workers Federation (ITF) is a democratic affiliate-led federation recognised as the worlds leading transport authority. We fight passionately to improve workers lives connecting more than 700 affiliated trade unions from 150 countries to secure rights equality and justice for workers globally. We are the voice for nearly 18.5 million transport workers across the world.

We have offices in London Abidjan Amman Brussels Geneva Hong Kong Montreal Nairobi New Delhi Panama City Rio de Janeiro Singapore Sydney and Tokyo with members spanning the globe.

Purpose

• To promote respect for trade union and human rights worldwide
• To work for peace based on social justice and economic progress
• To help our affiliated unions defend the interests of their members
• To provide research and information services to our affiliates
• To provide general assistance to transport workers in difficulty

Values

At the ITF our values are at the heart of all that we do. We demonstrate solidarity. We are democratic. We are dynamic. We are determined. We are dedicated to bringing together a diverse group of people to truly strengthen the ITF as the global voice for transport workers. Find out more about our values.

Equal opportunities statement :

At the ITF we are committed to providing an inclusive environment for our team and our affiliates. We see the diversity of our staff as a source of intelligence and our strength. This means that we work creatively to make the most of the unique experiences and perspectives. We are an equal opportunities employer. We welcome all applications regardless of gender marital status sexual orientation pregnancy race migration status colour ethnic origin nationality religion or beliefs disability age political opinions or trade union affiliation or activity.

THE BENEFITS

• Pension
• Contributions
• Learning and Development Opportunities
• Benefit 6
• Documents

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Employment Type : Full-Time

Experience : years

Vacancy : 1

Yearly Salary Salary : 40001 - 50000