Vacancy Category: 
Line Manager: 
Service Desk Manager
Vacancy Code: 
Head Office (Cricklewood and Ladbroke Grove)
Closing Date: 
17th Nov '17

Reporting to the Service Desk Manager you will assist in the delivery of a comprehensive IT service. The 1st line helpdesk engineer will provide a pivotal role between the users and 2nd line staff, ensuring that all helpdesk queries are dealt with in a professional and prompt matter. Working alongside one other member of staff this is very much a hands on role where you will be responsible for resolving IT related faults as quickly and efficiently as possible. You will also be fully trained in our call capture and fulfilment software (Manage Engine and will assist in troubleshooting and dealing with first line faults. To do this job well you will require excellent people and communications skills along with an organised and flexible approach to work. Evidence of providing exceptional customer service and working in a helpdesk environment is also a must for success in this role. This role provides a good opportunity for progression into 2nd line role.

Main Responsibilities



  • Answer incoming helpdesk telephone calls, including the logging, prioritisation, classification, and escalations or tickets were needed;
  • Updating all calls logged on the helpdesk in a proactive manner;
  • Coordinating between the users and 2nd/3rd level support engineers regarding call resolution;
  • Daily checks to confirm the serviceability of the IT environment;
  • Unlocking / Creating / Modification of user accounts and groups;
  • Asset management of all IT hardware across the business;
  • Basic troubleshooting, PC set-up, testing and moving.


Essential Criteria for application

  • Demonstrable knowledge of Microsoft Office suite 2013;
  • Demonstrable knowledge of Windows 7 Desktop
  • FULL UK Driving licence (Manual).

Competencies & Skills

  • Must have an excellent telephone manner, communication skills and confidence;
  • Passion and motivation to learn and investigate i.e. being proactive and a willing to learn and broaden knowledge;
  • 3rd party supplier management;
  • Strong interpersonal skills and a team player;
  • Demonstrated skills in adapting, multi-tasking and troubleshooting;
  • Good time management skills with the ability to plan ahead;
  • Numerate, with the ability to use Microsoft Excel;

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



How to apply

Please send a covering letter of application and CV to:

Samantha Smith, HR Advisor, 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