ISDM SOLUTIONS – 1st Line Service Desk

Reports to: Head of Service Delivery 

Salary: £20,500 – £23,000

Location: Halifax, United Kingdom

As a member of our Global Technical Operations Team reporting to the Service Desk Lead, the 1st Line Service Desk will provide day-to-day break fix engineering services to our managed service customers based across the UK, Ireland, Europe and USA.



  • Provide technical support, answering support queries via the telephone, webchat, over video calls, using remote desktop tools and attendance at customer sites.
  • Ensure the management of VC and AV cases end to end, communicating with customers and keeping service manager up to date via email and case updates.
  • Ensure all cases are logged on Alemba Service Manager, ensuring that detailed information is inputted, and cases are kept up to date with actions and next steps noted.
  • Carry out onsite/remote triage to assess faults/issues, devising a resolution based on triage and actioning next steps to ensure that the fault/issue is resolved.
  • Escalate cases to the next level of engineer where appropriate.
  • Champion and always demonstrate excellent customer service.
  • Complete scheduled preventative maintenance visits, morning tests and monitor problematic/high priority rooms.
  • Arrange for external technical support where problems cannot be resolved in house.


  • Ensure any work not completed upon your finish to the day is discussed with colleagues.
  • When required attend internal meetings to discuss fault cases.
  • Liaise with internal and external stakeholders and distribute relevant communication items within set timescales.
  • Ability to communicate to a high standard in English both written and verbally.


  • Contribute to the success of the department and assist in improving the overall customer experience within the team by suggesting and delivering improvements to the service.


  • Minimum 6 months support experience at a 1st line level.
  • Ability to understand CAD drawing cable schematics, solution specifications and designs.
  • An aptitude for both efficient and accurate working with excellent attention to detail.
  • The ability to multi-task whilst prioritising workloads.
  • Strong communication skills, both written and face to face and the ability to generate strong and lasting customer relationships.
  • Excellent analytical and troubleshooting skills for problem resolution.
  • Must have full clean driving license (this can be discussed if no licence), criminal records and successfully pass a drug test.
  • Microsoft Office proficient (Outlook, Excel, Word etc).
  • Able to read and write basic English and compute basic math functions.
  • Travel will be required within the UK.


  • Strong AV/VC industry background providing ongoing managed services.
  • Experience in using a ITSM/Ticketing system such as Service Now, Remedy, ASM.
  • Microsoft Teams Knowledge

To apply send through your CV to

We are committed to equal opportunities regardless of race, colour, sex, sexual orientation, age, disability, gender identity or any other protected characteristic.

Share This
NHS Digital announce the retirement of the 365 CVI service for Microsoft teams
Promoting Equality in Meetings: How Technology and Collaboration Solutions Help Level the Playing Field for In-Office and Virtual Team Members