Deskside Technician - Perth

ECS Resource Group Ltd; Perth; On-site; GBP 32,000 - 39,000; Full time

Job summary

ECS Resource Group Ltd is seeking a Deskside Technician in the UK to provide hands-on IT support at the desktop level, acting as an escalation point as needed. The role focuses on diagnosing and resolving end-user issues to keep users productive and minimize downtime.

The successful candidate will own incidents from initial contact to resolution, communicate clearly with users, and collaborate with IT peers to continuously improve service delivery.

Qualifications

• Experience in desk-side IT support and escalation to 3rd line where needed.
• Familiarity with ITIL processes and end-user support best practices.
• Strong communication, organisational and prioritisation skills.

Responsibilities

• Take ownership of incidents and service requests from initial contact to resolution.
• Troubleshoot desktop and end-user issues to minimise downtime.
• Escalate complex problems to the 3rd Line team as required.
• Maintain updates for users with clear communication and service levels.
• Build relationships across the IT team and be a trusted contact for support.

Skills

Communication

Attention to detail

Organisation

Customer service

Self-starter

Industry experience

Multi-vendor env

Negotiation

Desk-side support

ITIL

MS Office / Windows

CompTIA A+

Job description

Deskside Technician

Location: Perth

Salary: Up to £35,000 Per Annum

I am working with one of the leading Managed Services Providers in the UK who have an excellent track record of supporting private and public sector clients all over the UK. They are a business with an excellent track record in transforming organisations via high-performance technology solutions. Their people are at the very heart of what they do as they enable workflow, remove barriers and empower users all over the UK.

They are currently looking for a Deskside Technician to join their team and act as an escalation point for issues which cannot be resolved at 1st Line level. The successful applicant will provide in-depth diagnosis and technical resolutions of IT problems for the end users and customers.

Key Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end user issues, helping to keep users productive and minimise downtime.
• Investigate issues thoroughly and escalation more complex problems to the 3rd Line team where required.
• Keep users updated throughout, providing clear communication and a high standard of customer service.
• Build strong relationships with users across the business and become a trusted point of contact for IT support.
• Work closely with colleagues across the IT team, sharing knowledge and supporting others when needed.
• Contribute to continuous improvement by identifying recurring issues and opportunities to improve service delivery.
• Follow agreed IT processes and procedures while maintaining a professional and positive approach.
• Play an active role in team meetings, knowledge sharing and the ongoing development of the wider IT function.

Skills & Experience Required

• Excellent communication skills (written and verbal)
• Keen attention to detail.
• Organised and able to prioritise workloads and workflows.
• Approachable and demonstrate outstanding customer service skills.
• Self-starter who can help to formulate tactical plans to achieve department strategy.
• Experience within the customers related industry,
• Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.
• Demonstrable experience negotiating difficult situations to a successful conclusion.
• Previously worked within a Desk Side environment and understand ITIL best practice.
• ITIL Foundation
• Microsoft Office/Windows 10/365
• Comptia A+