IT Service Desk Technician

About the role

The IT Service Desk Technician provides first‑line technical support to all users across the John Sisk & Son group. You will be the initial point of contact for hardware and software incidents, ensuring they are resolved within agreed service levels and to the satisfaction of the customer.

Key responsibilities

• Respond to and resolve first‑level software and hardware incidents for all group users.
• Liaise with second‑level support to maintain response times within SLA limits.
• Install, configure and tag approved hardware, software and mobile devices.
• Create, update and flag knowledge‑base articles as required.
• Communicate technical solutions clearly and professionally to users.
• Provide status updates to users and attend on‑site when necessary.
• Coordinate timely repair of PC equipment covered by third‑party maintenance agreements.

Required profile

• Basic understanding of desktop operating systems and PC hardware.
• Familiarity with Active Directory and Office 365 administration.
• Experience using a service‑management system for ticket handling.
• Relevant certifications such as CompTIA A+, MCSA/MCITP or ITIL Foundation are preferred.

Required skills

• Desktop Operating Systems
• Hardware troubleshooting
• Active Directory
• Office 365 administration
• Service Management system usage
• CompTIA A+ certification (preferred)
• MCSA or MCITP certification (desirable)
• ITIL Foundation (preferred)

What we offer

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