Support Engineer – Service Desk

Would you like to play a key role in ensuring that the colleagues at TfGM have a seamless IT experience?  Do you have a passion for delivering exceptional service?  Would you like the opportunity to work within a fast-moving technical IT department, adopting agile working methodologies to deliver value to our organisation?

Who we are

We are at the start of unprecedented investment and growth. If you want to make a real difference to real people throughout our great city, you’ll love it at Transport for Greater Manchester. TfGM oversees public transport and travel across the ten district areas of Greater Manchester, serving more than 2.7million people, and supports the delivery of the Greater Manchester Combined Authority’s transport priorities, as well as the Mayor’s transport manifesto commitments.

Your role

We are seeking a Support Engineer (1st line) to join our ServiceDesk team.  In this role you will be responsible for delivering a first-class level of service to our colleagues who have raised technical incident or service requests.  You will also get an opportunity to be involved in projects which will allow you to improve your technical skills through on-the-job experience, classroom-based training and team-based mentoring.

Reporting to the Service Desk Team Leader, you will deliver a range of support services, to a wide range of teams, including recording, reporting, and managing faults within the ServiceDesk; acting as a key contact point within the organisation providing informative communications to customers; and identifying opportunities for new technologies within the organisation.  You will also provide a support service for our colleagues ensuring calls are logged and managed through the appropriate call channels and taking end-to-end ownership of all user issues and requests.  You will have a proven record of using problem solving analysis and taking the initiative to ensure issues are resolved as quickly as possible.

For this role, shift working is required to cover the service hours of 7am to 6pm.

For more details see Job profile below.

What you’ll bring

What you do and how you do it is important – whatever type of role you work in at TfGM – and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

You will have demonstrable knowledge of computing and technology with excellent customer service skills and have a passion for developing your technical service skills. You will be able to communicate effectively in writing and put forward your views verbally to quickly resolve issues and will be able to work effectively within a team environment. Experience of Microsoft Windows 10/11, Active Directory, Exchange, Microsoft Azure, Defender, InTune and Office365, Mac/iOS, Konica Minolta Print Devices and Cisco IP telephony is also required.

ITIL experience is also required.

What we can offer you

A fixed term role until 30/01/2026 with a salary of £27,841 – £31,915 per annum plus a shift allowance of 12.5%.  Salary will be based upon skills and experience.

Our benefits include:

• 28 days holiday per annum (plus bank holidays)
• Flexible and hybrid working options to promote and support a good work/life balance
• Free bus, rail or Metrolink travel to and from work within the Greater Manchester boundary
• Local Government Defined Benefit Pension Scheme which includes life cover of 3x your salary and options to increase your pension contributions
• Commitment to learning and personal development and upskilling with reimbursement of professional fees, where essential to the role
• We promote good physical and mental health and can provide additional support to staff via our employee assistance programme when required

What’s next?

If you believe you have the skills and experience required, we’d really like to hear from you.  To apply please submit your CV and also provide a covering letter providing clear examples of how your experience meets the requirements of the role, all appointments will be based on merit.  Our short-listing process is anonymised, so please do not include your name or contact details on either of these documents. If any personal details are included these will be visible to the hiring manager.

TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.

For this opportunity, you must be able to prove you have the right to work in the UK – if in doubt please visit the following link Employers’ right to work checklist – GOV.UK (www.gov.uk). Please note we are not a licensed sponsor.

Please note we may close the advert early if we receive a high volume of applications.