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Job Description
Desktop Support Engineer (Fixed Term)
- Job Type: Full Time, Fixed Term until March 2026,
- Salary: Circa £30,000 GBP (depending on experience)
- Location: IB (International Baccalaureate®) Global Centre, Cardiff
- Working onsite 5 days per week
About The IB
If you're looking to work for a global organisation with a meaningful mission, and with colleagues all over the world, then the International Baccalaureate® (IB) may have the ideal opportunity for you! The International Baccalaureate provides world-class educational services to over 5,800 schools across 162 countries. A career at IB is not just a job; it’s an opportunity to work with an innovative world leader in education services and contribute to our 50-year mission of creating a better and more peaceful world. Apply now to join our global organisation where we empower our employees to thrive and make a difference.
About The Job
The Desktop Support Engineer will assist IB employees with hardware and software issues and requests. They will provide technical assistance to on-site and remote staff, including the setting up of computer hardware systems, and installing and upgrading software.
The Desktop Support Engineer will diagnose, troubleshoot, and resolve all types of computer issues; and where appropriate, escalate and work with other support teams to provide a timely resolution. Taking ownership of incidents and service requests and seeing them through to resolution.
Key Responsibilities
- Work as part of a global IT Helpdesk team to ensure the ongoing stability and performance of end user devices.
- Tracking, monitoring, and managing incident and service requests to ensure accuracy and compliance with Service Level Agreements (SLA’s).
- Troubleshoot hardware, software, and networking issues as required.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading desktop operating systems and computer application software.
- Providing basic training in computer operation to IB staff, including new starter inductions.
- Create and maintain Knowledge Base (KB) articles.
- Performance of end user administration tasks, supporting the new starter and departing staff processes, following IB-provided security policies and procedures.
- Performance of Asset Management procedures and processes.
- Clear and effective communication with other team members and all stakeholders
About You
- Proven work experience as a desktop support engineer or support technician.
- Knowledge of popular operating systems, software applications, and remote connection methods.
- An understanding of ITIL is essential.
- Ability to solve complex hardware and software issues.
- Excellent troubleshooting skills
- Self-motivated and highly organized.
- Excellent interpersonal skills.
- Good written and verbal communication skills.
- Ability to build working relationships, both within IT and across the organization.
- Knowledge of ServiceNow would be desirable.
- Knowledge of the IB, IB Programmes or being an IB Alumni desirable.
In addition to your salary, we offer an attractive range of benefits including:
- 10% employer pension contribution (3% employee contribution required)
- Enhanced family friendly benefits
- 25 Days annual leave, plus public holidays, with the choice to buy up to 5 days additional annual leave
- Life assurance 4x annual salary
- Flexi-time
- Paid volunteering leave
- Excellent continuous professional development
- 1.5 % Flexible benefits allowance
- Health and wellness schemes
- Cycle to Work scheme
- Discounts on a range of products, including days out
- Cash back opportunities available from a wide range of retailers
- Employee Assistance Programme
- Free on-site car parking*
- Please note that in September 2025 our Cardiff Office will relocate to Fusion Point One, Dumballs Road, Cardiff, CF10 5BF. The building is a 5-minute walk from Cardiff Central Station and a 10-minute walk to the city centre. Our new offices will have 60 parking spaces available which will be reservable online.
Applications are being received until 08 June 2025
We are committed to building a working environment that values respect, diversity, and compassion. The International Baccalaureate is proud to be an equal opportunities employer and we welcome applications from all suitably qualified applicants.
