IT Service Desk Technician – 1st Line Support

About the role

John Sisk & Son is seeking an IT Service Desk Technician to provide first‑line technical support to all Group users. You will be the first point of contact for software and hardware incidents, ensuring timely resolution and high customer satisfaction.

Key responsibilities

• Respond to and resolve 1st‑level software and hardware incidents within agreed service levels.
• Liaise with 2nd‑level support to maintain response time targets.
• Install, configure and deploy approved hardware, software and mobile devices.
• Create, update and flag knowledge‑base articles as needed.
• Communicate technical solutions clearly and professionally to end users.
• Provide on‑site support when required and coordinate repairs under vendor maintenance agreements.
• Escalate complex issues to Service Desk Management.

Required profile

• Experience with desktop operating systems and basic PC hardware.
• Familiarity with Active Directory (preferred) and Office 365 administration (basic).
• Understanding of service‑management tools.
• A+ certification (preferred), MCSA/MCITP (desirable), ITIL Foundation (preferred).

Required skills

• Desktop Operating Systems
• PC hardware installation and configuration
• Active Directory
• Office 365 administration
• Service Management system usage
• A+ certification
• MCSA/MCITP certification
• ITIL Foundation

What we offer

• Competitive salary
• 26 days annual leave plus additional company days
• Pension and benefits package
• Unlimited learning and development opportunities
• Equal‑opportunity workplace