IT Service Desk Technician – Level 1

About the role

British Engineering Services Group is looking for an enthusiastic Level 1 IT Service Desk Technician to provide first‑line technical support across the organisation. You will be the initial point of contact for users, ensuring incidents and requests are resolved quickly and securely.

Key responsibilities

• Act as the first point of contact for IT support via phone, email, Teams or service management tools.
• Log, manage and progress incidents and service requests accurately.
• Diagnose and resolve hardware, software and Microsoft 365 issues.
• Build, configure and support end‑user devices using standard images and tools.
• Support joiner, mover and leaver processes, including equipment provisioning and returns.
• Maintain up‑to‑date IT asset records and documentation.
• Document resolutions to aid knowledge sharing and continuous improvement.
• Escalate complex issues to specialised teams when required.
• Contribute to knowledge‑base articles and service‑improvement activities.

Required profile

• Some experience in an IT support, service desk or customer‑service environment.
• Knowledge of Windows 10/11, Microsoft 365 and end‑user devices.
• Exposure to identity and access management (Entra ID/Azure AD).
• Understanding of basic IT security principles and patching.
• Strong troubleshooting abilities.

Required skills

• Windows 10/11
• Microsoft 365
• End‑user device configuration
• Entra ID / Azure AD
• IT security fundamentals
• Patching
• Troubleshooting hardware and software issues

What we offer

• Salary £26,000‑£30,000 (negotiable based on experience)
• Hybrid working – Manchester office with home‑working flexibility
• Up to 10% pension contribution
• Life cover, enhanced maternity/adoption leave
• Annual salary review
• 25 days holiday + 8 bank holidays, plus birthday and Christmas Eve days
• Buy‑and‑sell holiday scheme, EV salary‑sacrifice, employee discounts
• Health & wellbeing support via Employee Assistance Programme
• Company‑wide volunteering scheme