Service Desk Engineer

The International Transport Workers Federation (Itf); Greater London; On-site; GBP 29,000 - 42,000; Full time

Job summary

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, you’ll play a key role in keeping our technology running smoothly.

This role combines first- and second-line support, onsite AV and conferencing duties at our London office, and opportunities to contribute to digital improvement initiatives.

Qualifications

• Experience providing first- and second-line IT support.
• Experience supporting audiovisual and meeting room systems.
• Strong troubleshooting skills and clear communication with non-technical users.
• Experience with GDPR and data protection.

Responsibilities

• Provide first- and second-line technical support to staff across the organisation, including onsite audiovisual and conferencing systems.
• Manage incidents and service requests through the service desk, escalate when needed, and monitor performance.
• Assist with staff onboarding, movers and leaver processes ensuring IT access continuity.
• Create and maintain IT documentation, FAQs and user guides for self-service and consistent resolution.
• Uphold IT security standards, data protection and GDPR compliance.
• Collaborate with the Systems, Digital and Data team on infrastructure and transformation projects.

Skills

First- and second-line IT support

Microsoft platforms

Collaboration tools

Networking fundamentals

Audio-visual systems support

Customer service mindset

Tools

Service desk software

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, you’ll 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. You’ll 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.

You’ll handle service requests and incidents, manage tickets within agreed SLA's, 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

We’re 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.