IT Service Desk Technician

About the role

The Service Desk Technician provides first‑line technical support to all Group users, ensuring incidents and requests are handled within agreed service levels. You will act as the primary point of contact for hardware and software issues, delivering professional and user‑friendly solutions.

Key responsibilities

• Respond to first‑level technical incidents for software, hardware and mobile devices.
• Liaise with second‑level support to meet response‑time targets.
• Install, configure and tag approved hardware, software and peripherals.
• Maintain and update knowledge‑base articles.
• Communicate status and solutions clearly to users.
• 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.
• Familiarity with Active Directory (preferred) and Office 365 administration.
• Understanding of service‑management systems.
• A+ certification (preferred), MCSA/MCITP (desirable), ITIL Foundation (preferred).

Required skills

• Desktop Operating Systems
• Basic PC hardware troubleshooting
• Active Directory (basic)
• Office 365 administration (basic)
• 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