IT ServiceDesk Engineer, 1st & 2nd line support

Comic Relief

  • Team: Chief Technology Office
  • Grade: Associate
  • Salary: £26,700 - £29,500
  • Location: London
  • Closing: 12:00pm, 7th Dec 2021 GMT

Perks and benefits

Flexible working hours
Work from home option
Wellness programs
Employee Assistance Programme
Enhanced maternity and paternity leave
Paid emergency leave
Sabbatical Opportunities
Professional development
Paid volunteer days
Payroll giving
Team social events
Extracurricular clubs
Cycle to work scheme

Candidate happiness

8.53 (5499)

Job Description

The IT ServiceDesk Engineer, 1st & 2nd line support provides desktop, infrastructure and software support to the staff body and organization, with the aim of maintaining and improving the efficiency of the organization.

Key responsibilities:

  • Provide first-and second-line support for desktop applications, Client hardware including Windows, Mac, Linux Laptop / desktop PCs, Mobile devices (iOS, Android), printers and other user hardware / software.

  • Configure and install new client hardware and software in line with the standard Comic Relief build.

  • Installing, configuring, testing and maintaining operating systems, application software and system management tools

  • Creation and management of all on-boarding and off-boarding, user accounts, passwords and access permissions on the CR network, email, telephone, software and other business systems and applications as required.

  • Adhere and adopt Best Practices (ITIL) and CR security polices

  • Ensuring the highest levels of systems and infrastructure availability

  • Managing and monitoring internal systems and infrastructure

  • Ensure that all support calls/requests/incidents are fully documented via the CR Helpdesk System.

  • Assist Desktop support lead in client and infrastructure IT initiatives.

  • Deliver continual service improvements where possible to identify and execute opportunities to make IT processes and services better.

  • Planning and undertaking scheduled maintenance work.

  • Liaise with third parties to obtain support and maintenance for relevant hardware, software, systems and services.

  • Participate in various IT projects and initiatives as and when required.

  • Be an ambassador for collaborative Cross-functional working both within the Technology team and across the wider organization. 

Essential Skills and Competencies:

  • Experience of providing support in a complex and challenging business environment.

  • Skilled and adaptable communicator.

  • Collaborative worker with the ability to work closely with other staff members.

  • Effective relationship builder with ability to maintain strong positive engagements with the rest of the organisation.

  • Outstanding desktop support skills-ability to support a user-centric function with operational excellence at its heart.

Inclusivity at Comic Relief

We recognise diversity and inclusion are a source of strength in achieving our mission. We therefore welcome everyone, trusting what makes us different brings creativity, styles and experiences to help us collectively do our best work. That’s regardless of your gender, age, ethnicity, disability, religion, sexual orientation, and cultural identity. We especially welcome those from under-represented groups in modern grant-making and fundraising. We are on a journey, but if you join our team you will be part of a community that is committed to creating a diverse and inclusive environment where we want you to:

  • Be valued for being yourself

  • Do your best work, and be supported to break down barriers so you can succeed

  • Be heard, respected, and treated as an equal, whatever your level, experience or background

  • Be part of a team that is committed to making this happen – with our colleagues, partners, and contributors.

Comic Relief is committed to preventing and protecting all people from harm in their interactions with us. We expect all those that act in our name to uphold our approach to doing no harm.

Removing bias from the hiring process

  • Your application will be anonymously reviewed by our hiring team to ensure fairness
  • You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review

Applications closed Tue 7th Dec 2021


Removing bias from the hiring process

  • Your application will be anonymously reviewed by our hiring team to ensure fairness
  • You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review

Start your de-biased application