User-Focused IT Service Desk Engineer (Hybrid AV)

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

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.