IT Helpdesk / Desktop Engineer in Chippenham

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of these programs (programs may vary by country or worker type):

• Health Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• Retirement Plan
• Paid Time Off
• Tuition Reimbursement

We have an exciting opportunity for an IT Helpdesk / Desktop Engineer to join our IT Services Team here at Holman UK. This role will be based out of our HQ in Chippenham with the opportunity for hybrid working (3 days per week in the office). This is a permanent opportunity, and we are looking to pay between £32,000 to £35,000 per annum, depending on experience.

Key Responsibilities will include:

• Provide comprehensive IT support to multiple locations, including diagnosing and resolving technical issues related to hardware (PCs, laptops, virtual machines, mobile devices) and company supported software.
• Manage and prioritize Help Desk tickets and email queues, ensuring timely resolution of IT support requests within established Service Level Agreements (SLAs), escalation parameters, and a positive customer experience.
• Supporting new starter IT onboarding for the Chippenham offices, preparing, and delivering properly configured hardware to meet individual job needs, and conducting inductions.
• Managing and leading desktop projects, including projecting plans and financial recording for replacing hardware in line with company standard cycles.
• Deploying new application software and perform upgrades following standardized procedures, collaborating with stakeholders to minimize disruption and ensure compatibility with existing systems.
• Document all technical activities, including troubleshooting steps, resolutions, and system configurations, to maintain accurate records and facilitate knowledge sharing within the IT team.
• Ownership and physical maintenance of the stockroom, including goods in delivery receipt. This includes manual handling requirements.
• Collaboration with vendors, Application Support, developers, and infrastructure teams to troubleshoot complex IT issues, escalate major incidents as necessary, and coordinate resolution efforts to minimize business impact.
• Maintain and update system documentation, operational procedures, and knowledge base entries to ensure accuracy and relevance for ongoing IT support operations.
• Monitor and manage application availability, capacity, and performance metrics, proactively identifying and addressing potential issues to maintain optimal system performance.
• Assist in the implementation and enforcement of IT security policies and procedures, ensuring compliance with data privacy regulations and safeguarding company IT assets.
• Participate in IT project initiatives, contributing to project planning, execution, and post-implementation reviews to achieve project objectives and deliverables effectively.
• Mentoring and supporting knowledge development of team members.
• Perform all other duties and special projects as assigned.

We are looking for candidates who have:

Education & Technical Training:

• Bachelor’s degree or NVQ Level 3 in Computer Science, IT, or related field (or equivalent experience).
• Proficient with desktop applications; MCP certifications beneficial.
• Familiar with service desk platforms (ServiceNow preferred).
• Strong proficiency in MS Office (Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint).
• Solid understanding of information security concepts, protocols, and best practices.

Relevant Work Experience:

• Demonstrable experience supporting a corporate PC helpdesk, with additional desktop technologies experience considered beneficial.
• Skilled in diagnosing and resolving hardware and software issues across PCs, laptops, mobile devices, and enterprise applications.
• Experience with patching and software deployment; familiarity with Intune and NinjaOne is a plus.
• Experience in information security with a solid working knowledge of GDPR, including policy development, audit activities, and compliance processes.
• Strong analytical capability: data collection, trend identification, anomaly detection, and process improvement.
• Experience improving analytics tools, methods, and workflows.

Core Skills & Competencies:

• Strong interpersonal, customer service, and communication skills (written and verbal).
• Excellent research, presentation, numerical, critical thinking, and problem‐solving abilities.
• Highly organised, proactive, and able to prioritise multiple tasks independently.
• Able to identify patterns in large datasets and use numerical insights to support business decisions.
• High attention to detail, accuracy, and quality.
• Adaptable to changing assignments, processes, and environments.
• Professional, composed, and emotionally intelligent.
• Self‐aware, open to feedback, and committed to continuous improvement.
• Capable of solving a range of straightforward problems using standard procedures.
• Applies expertise to improve efficiency within their area of responsibility.
• Understands key business drivers and uses this knowledge in daily work.
• Works with moderate oversight; decisions guided by policies and procedures.

Teamwork & Customer Focus:

• Summarises and communicates information clearly and effectively.
• Responds to non‐standard requests by investigating and gathering relevant information.
• Provides timely, effective support to internal and external customers.
• Takes personal responsibility for customer satisfaction and follow‐through.
• Works independently or collaboratively to achieve team goals.
• Removes barriers to teamwork and supports colleagues.
• Demonstrates consistency, trustworthiness, and respect for others’ perspectives.

Personal Attributes:

• Flexible, proactive, and committed to delivering high‐quality work.
• Strong team‐player mindset with the ability to manage conflicting priorities in a fast‐paced environment.
• Comfortable with manual handling and physical installation tasks as part of daily responsibilities.

Work-Life Balance & Wellness:

• 26 days off a year + Bank Holidays to relax and recharge.
• Health Cash Plan to help cover every day medical expenses.
• Free onsite bi-weekly yoga.
• Free onsite massage with a qualified therapist.

Financial Security:

• Group Personal Pension Plan to help you plan for the future.
• Bonus Scheme because we believe in sharing success.

Growth & Recognition:

• Career Development Support with training and opportunities for advancement.
• Fun seasonal events and social opportunities.
• Recognition and rewards through our Partners in Excellence programme.

If this sounds like the role for you then we look forward to welcoming your application!

If you are a current Holman employee and wish to apply for this role, please notify your current line manager of your application.

The need-to-know parts:

• You must have the right to remain and work in the UK.
• You must tell us about any previous convictions or cautions.