IT Service Desk Technician

About the role

The Service Desk Technician provides first‑line technical support to all users across the group, ensuring incidents and requests are handled within agreed service levels. The role works closely with second‑line teams and contributes to the smooth operation of the Service Desk.

Key responsibilities

• Respond to software and hardware incidents as the first point of contact.
• Liaise with second‑level support to meet response‑time targets.
• Install, configure and tag approved hardware, software and mobile devices.
• Create, update and flag knowledge‑base articles.
• Communicate technical solutions clearly and keep users informed of progress.
• Attend sites when required and coordinate repairs under third‑party maintenance agreements.
• Escalate complex issues to Service Desk Management.

Required profile

• Experience with desktop operating systems and basic PC hardware.
• Basic knowledge of Active Directory and Office 365 administration.
• Familiarity with a service‑management system.
• Preferred certifications: A+, MCSA/MCITP, ITIL Foundation.

Required skills

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

What we offer

• Competitive salary
• 26 days annual leave plus additional company days
• Pension and benefits package
• Unlimited learning and development opportunities
• Supportive, family‑owned company culture