IT Department
Vacancy Category: 
Line Manager: 
IT Service Desk Manager
Vacancy Code: 
Cricklewood and Ladbroke Grove
Closing Date: 
20th Jul '18

Job summary

Provide 1st and 2nd line support to over 500 users across multiple sites throughout London and the UK.

The position will be based at the CityFleet Head Office at Westbourne Park, W9 and Metroline head office in Cricklewood, reporting directly to 1st & 2nd Support Desk manager.  However, there will be requirement to travel to other Company offices or Associated Company locations.


Main Responsibilities



  • Provide first line and second line support to over 500 users across multiple sites, for both Metroline and CityFleet, throughout London.  Support the user base across the CityFleet Business Units in Birmingham, Liverpool, Edinburgh and Aberdeen, where the Call Centre is based.
  • Log all calls using the Helpdesk system, including details of subsequent updates and resolutions.  Monitor the helpdesk system for any new calls logged by users, assigning any relevant requests to the Reporting & Development teams.  Responsible for completing investigation for each incident, escalating where necessary. Responsible for providing continuous improvement to the IT service that the team provides the business.
  • Complete the Daily and Weekly Checklists including but not limited to; backups, overnight batch jobs, scheduled updates, error log checking etc
  • Follow the starter and leaver process to create, amend and delete users in Active Directory and all other systems used within the Business.
  • Complete software change rollouts to the Business bespoke systems, complying with the Change Control process.
  • Update and maintain the software and hardware asset registers to reflect asset movement, addition or disposal.
  • Build, maintain and upgrade user PC’s, Laptops and other associated hardware, installing and configuring required software.
  • Be part of the callout Rota providing 24 x 7 out of hours support to for Business systems, Garages, Call Centre and Operational staff.
  • Establish and maintain co-operative and productive work relationships with peers and help to improve team processes.
  • Maintain the Data Centre environmental and monitoring equipment.


The above list is not exhaustive

Essential Criteria for application

  • Demonstrable experience working in a 1st and 2nd line support role.
  • Must have excellent experience supporting: Microsoft XP, Windows 7, Office 2003 & 2007, 2010, Windows Active Directory, Citrix and Exchange.
  • Clean driving licence

Competencies & Skills

  • Expected to deal with clients at all levels and backgrounds by phone, email and in person.
  • Strong interpersonal skills, with ability to develop strong working relationships.
  • Have an awareness of the functions, operations and technology employed within Metroline and CityFleet.
  • Follow procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
  • Able to explain technical concepts and procedures to non-technical users.
  • Able to organise own work, setting priorities, be proactive and meet agreed SLA’s and project timelines.
  • Strengths in logical analysis, and an ability to think creatively to deliver solutions.
  • Skills in adapting, multi-tasking and troubleshooting.
  • Good verbal, written and interpersonal communication skills.
  • Have a professional and patient manner when supporting users.
  • Use initiative and independent judgment within established guidelines and procedures.
  • Present a professional image when representing Metroline or CityFleet.
  • Demonstrate ability to work on your own as well as part of a team
  • Adhere to the Company's Network User Policy.

Hours of work

  • Adhere to the Weekly shift pattern, Monday to Friday, between 7am and 6.30pm
  • Available to work non business hours (including evenings and weekends) and be available for on call duties and site visits

The Equality Act

Metroline is an equal opportunity employer and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.



How to apply

Please send a covering letter of application and CV to:

Coral Johnson, HR Administrator, Human Resources, ComfortDelGro House, 329 Edgware Road, Cricklewood, NW2 6JP.  Alternatively, please e-mail [email protected] 


Applications should include:

  • the reasons you are applying for the post
  • why you believe you are a suitable candidate
  • any relevant qualifications or experience