Deskside IT Support Specialist

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 Peterhead, Aberdeen to provide first-rate desktop support and user IT resolutions. The role acts as an escalation point for issues not resolved at 1st Line, delivering in-depth diagnosis and technical resolutions for end users.

You will own incidents from start to finish, troubleshoot desktop issues, and work with the IT team to improve service delivery while maintaining excellent customer communication and professionalism.

Qualifications

• Excellent communication skills (written and verbal).
• Keen attention to detail.
• Organised and able to prioritise workloads and workflows.
• Approachable with outstanding customer service skills.
• Self-starter who can help formulate tactical plans.
• Experience in customer-focused environments; multi-vendor exposure advantageous.
• Experience in Desk Side IT support; knowledge of ITIL best practices.

Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end user issues, minimising downtime.
• Escalate complex issues to the 3rd Line team as needed.
• Keep users updated with clear communication and high service levels.
• Build relationships with users across the business and be a trusted IT contact.
• Collaborate with IT team; share knowledge and support others.
• Contribute to continuous improvement by identifying recurring issues and improvements.
• Follow IT processes and maintain a professional approach.
• Participate in team meetings and knowledge sharing.

Skills

Communication skills

Attention to detail

Organised

Customer service

ITIL Foundation

Desk Side experience

CompTIA A+

MS Office

Windows 10/365

Education

ITIL Foundation

CompTIA A+

Tools

MS Office

Windows 10/365

Job description

ECS Resource Group Ltd is seeking a Deskside Technician in Peterhead, Aberdeen to provide first-rate desktop support and user IT resolutions. The role acts as an escalation point for issues not resolved at 1st Line, delivering in-depth diagnosis and technical resolutions for end users.

You will own incidents from start to finish, troubleshoot desktop issues, and work with the IT team to improve service delivery while maintaining excellent customer communication and professionalism.