Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Join us as a Service Desk Engineer, providing essential support to our users 24/7.
- Company: Addison Lee is London's leading transport service, committed to safe and stylish journeys since 1975.
- Benefits: Enjoy a competitive salary, bonuses, private medical insurance, and 33 days annual leave.
- Why this job: Be part of a dynamic team that values innovation and exceptional service in a vibrant work environment.
- Qualifications: Basic IT knowledge, strong communication skills, and at least 1 year in support roles are required.
- Other info: Flexible remote work options available for certain shifts; located near Paddington Station.
The predicted salary is between 21000 - 24000 £ per year.
This range is provided by Addison Lee. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range About Us Addison Lee – Giving London Life a Lift Since 1975, Addison Lee has been at the heart of London\’s transport network, delivering safe, stylish, and reliable journeys. As the capital\’s leading passenger car, courier, and black taxi service, we take pride in setting industry standards. Our strength lies in our employees and drivers- genuine, ambitious, united, and proud. We believe every journey should be more than just a ride, combining cutting-edge technology with exceptional service to transform the experience for clients and drivers alike. As part of ComfortDelGro Group, our reach extends beyond London, connecting a global private hire network of over 34,000 vehicles. Our network spans public transport (buses and rail), point-to-point services (taxis and private hire cars), and business-to-business mobility solutions, ensuring seamless connectivity for millions of people every day. About The Role Our 1st Line Service Desk Engineers serve as the initial point of contact for Addison Lee. Supporting the business on a 24/7 shift pattern, they provide both 1st and 2nd line support to users. Tasks are performed in accordance with service level agreements to ensure that all support calls and help desk requests are handled appropriately and in line with defined policies and procedures. Hours of Work 37.5 hours per week, following a shift rota that includes bank holidays, weekends, and nights. For further details, please consult the recruiter. This role is based in our London office. Remote work is permitted for night and afternoon shifts but may change based on business needs. Office attendance may be required on weekends for out-of-hours projects as necessary. Location This role is based at our head office in Paddington, situated by the picturesque and thriving Paddington Basin, and only just a 2 minute walk from the station. Reporting Lines This role reports to IT Ops Service Desk Manager Salary: £26,250.00 – £27,000.00 + £5,000 shift allowance Requirements Main Accountabilities Communicate professionally with users and customers through appropriate channels, ensuring all written and verbal interactions meet our standards. Develop strong working relationships within the Service Desk team, IT Operations, and the broader organization. Handle all Incidents, Alerts, and Service requests efficiently and effectively. Provide assistance to other teams within the business as needed. Ensure support calls are logged, updated, and resolved in the helpdesk system, regardless of the method of logging (telephone, email, Teams, or Tech Bar walk-ups). Resolve first-line support incidents involving the network, VOIP phones, servers, workstations, printers, and mobile devices. Escalate complex issues to the appropriate IT Support personnel. Administer Active Directory Users and Computers. Manage user onboarding and offboarding. Track and manage assets. Collaborate with project teams to implement internal systems. Become familiar with the network, applications, system interfaces, and operational interdependencies. Provide onsite support at West Drayton and Unit 1 William Road once a month. Be available to work weekends/nights at the Paddington office as needed Design, implement, test, and document new processes. Offer technical support to colleagues and users, acting as an escalation point for Service Desk issues. Repair or coordinate the repair of equipment with external vendors. Conduct floor walks to ensure meeting rooms and AV equipment are operational. Adapt to changes in the working environment and assist other teams and departments as required. Demonstrate knowledge of the ITIL framework, prioritize work and major incidents effectively, and display troubleshooting skills. Skills & Qualifications Strong communication and interpersonal skills Basic understanding of IT infrastructure and technologies Problem-solving and troubleshooting abilities. Ability to work effectively under pressure and multitask in a fast-paced environment. Experience with ticketing systems and remote support tools Customer service-oriented mindset 1 year of experience in 1st or 2nd line support Proficient in MS operating systems and Windows Server Experience with Active Directory Experience with Office 365 High attention to detail with a commitment to quality and confidentiality Desirable ITIL 4 Foundation certification Experience in ICT Security (AV, Firewalls), DHCP & DNS, Storage Systems, LANs, WANs & Wireless, TCP/IP Networking Principles, IP Telephony, and Virtualization Technologies is desirable. CompTIA A+ CompTIA Network+ Microsoft Certified: Azure Fundamentals Benefits As well as a salary of up to £27,000 + 5k shift allowance, you\’ll also receive: Up to 5% Bonus, Life Insurance (Death in Service), 2 days paid volunteering leave a year, Private Medical Insurance & Travel Insurance (after 1 year), Wellness Program, Cycle to Work Scheme, 33 days Annual Leave (incl. bank holidays), extensive retail discounts via Reward Gateway (e.g. 5% off most major supermarkets), support with Professional Training and Qualifications via Apprenticeships, Season Ticket Loans, Discounted Cabs and Courier services (within London). Seniority level Seniority level Entry level Employment type Employment type Part-time Job function Job function Information Technology Industries Non-profit Organizations and Primary and Secondary Education Referrals increase your chances of interviewing at Addison Lee by 2x Sign in to set job alerts for “Service Desk Engineer” roles. London, England, United Kingdom £20.00-£23.00 17 hours ago London, England, United Kingdom 3 weeks ago London, England, United Kingdom 3 days ago Epsom, England, United Kingdom 4 days ago London, England, United Kingdom 6 days ago London, England, United Kingdom 3 weeks ago Surbiton, England, United Kingdom 2 weeks ago Borehamwood, England, United Kingdom 4 weeks ago London, England, United Kingdom 2 weeks ago London, England, United Kingdom 4 days ago London, England, United Kingdom 1 day ago Service Desk L2: Desktop Support Analyst London Area, United Kingdom £35,000.00-£45,000.00 8 hours ago Gerrards Cross, England, United Kingdom 3 weeks ago IT Support Engineer with 1st and 2nd Level Support London, England, United Kingdom 7 months ago London, England, United Kingdom 4 weeks ago Greater London, England, United Kingdom 3 days ago London Area, United Kingdom £27,000.00-£30,000.00 2 hours ago London, England, United Kingdom 1 week ago London, England, United Kingdom 1 week ago London, England, United Kingdom 5 hours ago London, England, United Kingdom 1 hour ago Brentford, England, United Kingdom 2 hours ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Service Desk Engineer employer: Addison Lee
Contact Detail:
Addison Lee Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's a key aspect of the role. Understanding how to prioritise work and manage incidents effectively will set you apart from other candidates.
✨Tip Number 2
Brush up on your technical skills, especially in Active Directory and Office 365. Being able to demonstrate your proficiency in these areas during an interview can significantly boost your chances.
✨Tip Number 3
Showcase your customer service mindset. Prepare examples of how you've successfully handled user issues in the past, as this role heavily relies on effective communication and problem-solving.
✨Tip Number 4
Be ready to discuss your experience with ticketing systems and remote support tools. Highlighting your familiarity with these technologies will demonstrate your readiness for the fast-paced environment at Addison Lee.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in 1st and 2nd line support. Emphasise your skills in communication, problem-solving, and familiarity with ticketing systems, as these are crucial for the Service Desk Engineer role.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for working at Addison Lee and how your background aligns with their values. Mention specific experiences that demonstrate your ability to handle incidents and provide excellent customer service.
Highlight Relevant Skills: Clearly list your technical skills, such as proficiency in MS operating systems, Active Directory, and Office 365. If you have any certifications like ITIL or CompTIA, make sure to include those as well.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the role.
How to prepare for a job interview at Addison Lee
✨Know Your Tech Basics
Make sure you brush up on your understanding of IT infrastructure and technologies. Familiarise yourself with Active Directory, Office 365, and basic networking principles, as these are crucial for the role.
✨Showcase Your Communication Skills
Since you'll be the first point of contact for users, it's essential to demonstrate strong communication skills. Practice explaining technical issues in simple terms and ensure you convey professionalism in all interactions.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Prepare for scenarios where you might need to troubleshoot common IT issues or handle customer complaints effectively.
✨Understand the Company Culture
Research Addison Lee's values and culture. They pride themselves on being genuine, ambitious, and united. Showing that you align with their ethos can set you apart from other candidates.
