IT Service Desk Technician

About the role

We are looking for an experienced 1st line IT Service Desk Technician to join a busy IT team. You will work alongside seasoned colleagues, handling user queries and service requests via phone and our ticketing system. The role offers a supportive environment with opportunities for career development.

Key responsibilities

• Investigate, monitor and resolve incidents and service requests assigned to you.
• Liaise with internal and external clients, IT support personnel and suppliers to resolve issues.
• Log and monitor incidents using the Service Management software, ensuring all updates are recorded.
• Conduct trend analysis to proactively reduce common requests.
• Work with line managers to identify, diagnose and resolve IT incidents and service requests.

Required profile

• Friendly, helpful person with a couple of years’ experience in a 1st line support role.
• Experience of building and deploying laptops.
• Relevant IT qualifications or education are preferred but not essential.
• Excellent diagnostic skills and the ability to communicate clearly with stakeholders.
• Organised with the ability to prioritise workload.

Required skills

• Laptop deployment
• Ticketing system (Service Management software)

What we offer

• Salary reflective of experience, circa £27,146 per year.
• Annual bonus scheme of up to 10% of salary.
• Minimum 25 days annual leave plus bank holidays, increasing to 31 days with service.
• Option to buy/sell up to 5 days of holiday per year.
• Auto‑enrolled workplace pension with at least 6% employer contribution.
• Four times annual salary death‑in‑service benefit.
• Full‑time hybrid working with shifts covering 8:00‑16:30 or 9:00‑17:30.