1st Line IT Service Desk & Operations Technician (Shift)

About the role

We are looking for an organised, friendly and proactive Service Desk Technician to join our 1st Line IT Service Desk & Operations team. You will provide IT support to over 500 colleagues, ensuring excellent customer service and efficient help‑desk management.

Key responsibilities

• Process service‑desk tickets and manage queues to 1st Line level within SLA targets.
• React to incidents, apply problem‑solving techniques and provide fast resolutions.
• Analyse the impact of requests and changes to client systems or the Target environment.
• Answer service‑desk calls, raise corresponding tickets and escalate service‑impacting incidents to 2nd Line.
• Complete client software deployments into test environments.
• Perform operational tasks such as media management, monthly service reports and scheduled process checks.

Required profile

• Strong time‑management and ability to work well as part of a team.
• Excellent verbal and written communication skills.
• Organised, able to multitask and adapt to change.
• Can work under pressure with a proactive, can‑do attitude.

Required skills

• Entry‑level knowledge of IT support and end‑user environments.
• 1st line Microsoft Desktop software knowledge (Windows 10, Windows 11, Office 365).
• 1st line Microsoft Server knowledge (Server 2019, Server 2022).
• 1st line Microsoft Server application knowledge (Intune).
• Working experience of ITIL processes and procedures.
• Experience working within a professional, busy IT service desk.

What we offer

• Salary of £24,784.50 plus a 30 % shift allowance.
• 30 days holiday entitlement plus bank holidays.
• Hybrid working model with onsite parking available.
• Supportive team environment, regular 1:1 feedback and recognition platform.