Deskside Support Technician

JR United Kingdom; Blackburn; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT Services Provider is seeking a Deskside Technician in Blackburn. The role involves diagnosing technical issues, providing excellent customer service, and ensuring effective incident resolution. Ideal candidates will have strong communication skills and relevant IT qualifications.

Qualifications

• Experience in customer service industry.
• Worked in a Desk Side environment with ITIL best practice.

Responsibilities

• Provide end-to-end ownership of incidents and service requests.
• Investigate and resolve common desktop issues.

Skills

Communication

Attention to Detail

Customer Service

Organizational Skills

Education

ITIL Foundation

CompTIA A+

Tools

Microsoft Office

Windows 10

Windows 365

Job description

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Client:

Lucid Connect Ltd

Location:

blackburn, lancashire, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

12.05.2025

Expiry Date:

26.06.2025

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Job Description:

Job Title: Deskside Technician

Location: Blackburn

Lucid Connect are recruiting the following role for a leading IT Services Provider.

Job Description:

• To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.

Key Responsibilities:

• Undertake work and activities which support the achievement of the IT Team objectives and in accordance with the customer’s process and procedures.
• Positively promote the IT Team to develop the team profile and that of the wider IT function.
• Participate in internal meetings, as required, in order to share and develop knowledge and best practice.
• Provide ‘end to end’ ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
• Be proactive and ensure that regular status updates are provided to open tickets.
• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
• Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.
• Investigate and resolve common desktop issues in order to ensure business continuity
• Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
• Support others in the team in the achievement of their objectives.

Key Skills:

• 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:

• Experience within the customer service 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.

Qualifications:

• ITIL Foundation
• Microsoft Office/Windows 10/365
• CompTIA A+

If you are available and interested in this opportunity, please apply for further information. Please note due to high volumes of applications we are unable to contact every application. If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.

If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.