Deskside Technician

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

Deskside Technician

Location: Rochester

Salary: Up to £35,000 per annum

Hours: Full Time, 37.5 hours per week

We are seeking an experienced and customer-focused Deskside Technician to join a busy IT support team, providing hands‑on technical support and acting as a key escalation point for complex IT issues. This is an excellent opportunity for a proactive IT professional who enjoys troubleshooting, delivering exceptional customer service, and taking ownership of incidents through to resolution.

The Role

As a Deskside Technician, you will provide second‑line support across desktop hardware, software, applications, and end‑user devices. Working closely with Service Desk and infrastructure teams, you will ensure technical issues are resolved efficiently while maintaining high levels of customer satisfaction.

Key Responsibilities

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

About You

• Previous experience in a Deskside Support, Desktop Support or IT Support position.
• Strong troubleshooting and problem‑solving skills.
• Excellent communication and customer service skills.
• Experience working within an ITIL‑based support environment.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• The ability to prioritise workloads and manage multiple support requests effectively.
• A professional, organised and customer‑focused approach.

Desirable Qualifications

• ITIL Foundation.
• CompTIA A+.
• Microsoft Windows and Microsoft 365 certifications.

What's on Offer?

• Salary up to £35,000.
• Opportunity to work in a dynamic technical support environment.
• Exposure to a broad range of technologies and infrastructure.
• Training and development opportunities.
• Supportive team culture with opportunities for progression.