Vacancy description


Desktop Support Engineer (0140)

The Role

As a member of ED & F Man’s front office IT team, this position is responsible for providing expert level IT support and desktop services to our end user community.  You will ensure the PC and telephone estate is deployed to enable the business to function as necessary whilst providing mentoring, support and guidance to other members of the front office team.  This role will support the head office functions and provide remote support via telephone and remote control tools to the rest of the offices globally.


  • Manage the installation and maintenance of hardware and software including personal workstations, printers, mobile devices, multimedia displays, projectors, video conference system support.
  • Develop procedures and oversee scheduling of Desktop technician appointments.
  • Test, plan and supervise the deployment of new operating system releases, vendor patches, commercial software releases, and public domain software.
  • Manage the diagnoses and repair of hardware, and contact appropriate service vendors when necessary. Recommend solutions, supervise and check that problems have been corrected and maintain records of work performed.
  • Develop and document standardized user processes and procedures and "how to" documentation.
  • Offering standard support to ED&F Applications.
  • Educate and develop the IT skills to meet the requirement of desktop support team.
  • Advanced troubleshooting of PC and user facing issues.
  • Provide assistance and guidance to other members of the team
  • Provide cover for the Helpdesk leader when necessary

Skills & Qualifications

Required Experience

  • Proven experience working on a Help Desk or a Desktop Support team as a Senior Technician.
  • Proven experience demonstrating success at the Information Technology team leader level within a large government organization, Multinational Corporation or university managing a technology function.
  • Proven track record of successfully building, developing and managing Help Desk Services / Service Desk Support in a start-up environment.

Required Knowledge, Skills, and Abilities

  • Strong understanding of hardware, software and TCP/IP networking principles is required along with basic knowledge of telephony and web-design principles.
  • Outstanding communication skills to team and clients. Ability to motivate the team to adhere IT best practice and deliver outstanding customer services and satisfaction to Students, Faculty and Staff at the campus and dorms.
  • Strong knowledge in Microsoft Office, Patch Management, Anti-Malware, desktop/laptop imaging, anti-virus and inventory management tools.
  • Excellent knowledge of computers (PC, Laptop and Mac) and peripherals.
  • Advanced working knowledge of configuring and trouble-shooting iOS and Android based mobile devices.
  • Strong customer service orientation, good written and oral communication skills in both English and Spanish (Preferred but not essential), keen attention to details with strategic and holistic mindset, self - motivated and directed.
  • Experience and ability to facilitate one-to-one and group training sessions.
  • Working knowledge of managing tickets, follow up actions and close issues.
  • Ability to work in a fast-paced and changing environment, manage user expectations and potential risks

Who We Are

Established in 1783, ED&F Man is an employee-owned agricultural commodities merchant with 7,000 people in 60 countries and annual revenue in excess of $10bn.  We trade sugar, coffee, molasses, animal feed, grains and pulses. We help our counterparties manage price risk through hedging and provide access to commodity and capital markets through our brokerage business.

We source, store, process, ship and distribute agricultural products including sugar, coffee, molasses, animal feed, grains and pulses. Each year we trade 11m bags of coffee, 11m tonnes of sugar and 6m tonnes of animal feed. We work closely with our customers and suppliers and help our counterparties manage price risk through hedging.

Essential Behaviours

Here at ED&F Man we are guided by our five company values: Respect, Integrity, Meritocracy, Client Focus and Entrepreneurship.

Our values are underpinned by a set of essential behaviours, which form part of our performance management approach.  Delivering on our objectives is very much about ‘what’ we do, but these essential behaviours also provide a guide and measure for ‘how’ we do things.

As part of the annual performance review, all employees are measured either against a set of five Leadership Essentials if you are a people manager or four Performance Essentials if you are an individual contributor.


1. Drives Innovation
2. Leads People
3. Delivers Results
4. Collaborates
5. Manages Resources


1. Drives Innovation
2. Leads People
3. Delivers Results
4. Collaborates

Equal Opportunities Statement

ED&F Man is committed to promoting equal opportunities in employment.  All qualified applicants will receive equal treatment without regard to race, colour, sex, gender, age, religion or belief, ethnic or national origin, marital or civil partner status, physical or mental disability, military or veteran status, sexual orientation, gender reassignment (identity, gender expression), genetic information or any characteristic protected by local law.  

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3 London Bridge Street, London, United Kingdom, SE1 9SG
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