Deskside IT Technician: End-User Support Pro

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

Job summary

ECS Resource Group Ltd in Perth, Scotland, is seeking a Deskside Technician to join their UK-based team. You will act as an escalation point for issues not resolved at 1st Line and provide in-depth diagnosis and resolutions for end users.

The role focuses on ownership of incidents, troubleshooting desktop problems, ITIL-informed processes, strong customer service, and collaboration across IT teams to improve service delivery.

Qualifications

• Excellent communication skills (written and verbal).
• Keen attention to detail.
• Organised with the ability to prioritise workloads and workflows.
• Approachable with strong customer service skills.
• Self-starter capable of strategic planning to meet department goals.
• Experience in customer-related industries; multi-vendor infrastructure experience is a plus.
• Background in multi-vendor environments and complex IT infrastructure.
• Strong negotiation skills in difficult situations.
• Desk Side experience and ITIL best practice knowledge.
• ITIL Foundation certification.
• MS Office / Windows 10 / 365 proficiency.
• CompTIA A+ certification preferred.

Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end user issues, minimizing downtime.
• Escalate complex problems to the 3rd Line team when required.
• Keep users updated with clear communication and high service standards.
• Build strong relationships with users and act as a trusted IT support contact.
• Collaborate with IT colleagues and share knowledge.
• Identify recurring issues and support continuous service improvement.
• Follow IT processes with a professional and positive approach.
• Participate in team meetings and IT function development.

Skills

Communication

Attention to detail

Organization

Customer service

Self-starter

Industry experience

Multi-vendor environment

Negotiation

Desk Side

ITIL Foundation

MS Office

CompTIA A+

Job description

ECS Resource Group Ltd in Perth, Scotland, is seeking a Deskside Technician to join their UK-based team. You will act as an escalation point for issues not resolved at 1st Line and provide in-depth diagnosis and resolutions for end users.

The role focuses on ownership of incidents, troubleshooting desktop problems, ITIL-informed processes, strong customer service, and collaboration across IT teams to improve service delivery.