Deskside IT Technician: Hands-On Support & Escalation Lead

ECS Resource Group Ltd; Queenborough; On-site; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Training and development opportunities

Progression opportunities

Supportive team culture

Job summary

ECS Resource Group Ltd in Rochester is seeking a Deskside Technician to join a busy IT support team, delivering hands-on technical support for end-user devices and software. You will take ownership of incidents through to resolution and ensure customer satisfaction.

The role supports desktop hardware, software, and end-user devices, working closely with Service Desk and infrastructure teams in an ITIL-based environment. 37.5 hours per week, full-time.

Qualifications

• Experience in Deskside/IT support roles.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service.
• Experience in an ITIL-based support environment.
• Experience supporting Microsoft Windows and Microsoft 365.

Responsibilities

• Act as an escalation point for issues that cannot be resolved by the Service Desk.
• Diagnose and resolve desktop, application, and user-related IT issues.
• Take end-to-end ownership of incidents and service requests through to resolution.
• Provide regular updates to users and maintain ticket records.
• Build strong working relationships with end users and stakeholders.
• Investigate desktop-related issues to minimise business disruption.
• Escalate complex problems to specialist teams where required.
• Contribute to continuous service improvement and knowledge sharing across the team.

Skills

Troubleshooting

Customer service

Communication

ITIL experience

Windows / Microsoft 365

Education

ITIL Foundation

CompTIA A+

Tools

Microsoft Windows

Microsoft 365

Job description

ECS Resource Group Ltd in Rochester is seeking a Deskside Technician to join a busy IT support team, delivering hands-on technical support for end-user devices and software. You will take ownership of incidents through to resolution and ensure customer satisfaction.

The role supports desktop hardware, software, and end-user devices, working closely with Service Desk and infrastructure teams in an ITIL-based environment. 37.5 hours per week, full-time.