IT Helpdesk / Desktop Engineer in Chippenham

We have an exciting opportunity for an IT Helpdesk / Desktop Engineer to join our IT Services Team 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.

Responsibilities

• 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.
• Support new starter IT onboarding for the Chippenham offices, preparing, and delivering properly configured hardware to meet individual job needs, and conducting inductions.
• Manage and lead desktop projects, including projecting plans and financial recording for replacing hardware in line with company standard cycles.
• Deploy 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 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.
• Mentor and support knowledge development of team members.
• Perform all other duties and special projects as assigned.

Qualifications

• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• Health Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• Retirement Plan
• Paid Time Off
• Tuition Reimbursement
• 26 days off a year + Bank Holidays
• Health Cash Plan
• Free onsite bi-weekly yoga
• Free onsite massage with a qualified therapist
• Group Personal Pension Plan
• Bonus Scheme
• Career Development Support with training and opportunities for advancement
• Fun seasonal events and social opportunities
• Recognition and rewards through our Partners in Excellence programme

Eligibility & Legal

• You must have the right to remain and work in the UK.
• You must tell us about any previous convictions or cautions including any deemed as 'unspent'. These will not necessarily exclude you from employment, but they must be declared at the point of application.
• We do not provide visa sponsorship for any of our positions advertised.