Desk-Side IT Support Specialist | End-User Tech Hero

ECS Resource Group Ltd

Peterhead

On-site

GBP 28,000 - 35,000

Full time

7 days ago

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Job summary

ECS Resource Group Ltd is seeking a Deskside Technician in Peterhead to act as an escalation point for unresolved 1st Line issues. You will diagnose and resolve end-user IT problems, ensuring minimal downtime and high customer satisfaction.

You will own incidents through to resolution, work with multi-vendor environments and participate in ITIL-based processes, contributing to ongoing service improvements and knowledge sharing within the team.

Qualifications

Experience diagnosing and resolving desktop IT issues.
Comfortable coordinating with 3rd line when needed.
Familiarity with ITIL processes and incident management.
Able to work in a fast-paced, customer-focused environment.

Responsibilities

Take ownership of incidents and service requests from initial contact through to resolution.
Troubleshoot and resolve desktop and end-user issues to minimise downtime.
Investigate issues thoroughly and escalate to 3rd Line when required.
Keep users updated with clear communication and high service standards.
Build strong relationships with users and be a trusted IT contact.
Collaborate with IT colleagues and share knowledge.
Identify recurring issues and suggest service improvements.
Follow IT processes and maintain a professional approach.