Deskside Technician

ECS Resource Group Ltd; Rochester; On-site; GBP 30,000 - 35,000; Full time

Job summary

ECS Resource Group Ltd is seeking an experienced Deskside Technician in Rochester to provide second-line support across desktop hardware, software and end-user devices. You will work with the Service Desk and infrastructure teams to resolve issues efficiently while maintaining high customer satisfaction.

The role emphasizes ownership of incidents, proactive communication, and a professional client-focused approach in a busy IT support environment.

Qualifications

• Experience in Deskside/IT Support or similar roles.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Experience in ITIL-based support environments.

Responsibilities

• Act as escalation point for issues beyond the Service Desk.
• Diagnose and resolve desktop, application, and user IT issues.
• Take ownership of incidents and service requests through to resolution.
• Provide regular updates and maintain ticket records.

Skills

Troubleshooting

Customer service

ITIL

Education

ITIL Foundation

CompTIA A+

Microsoft Windows/M365 certifications

Job description

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

To be successful in this role, you will have:

• 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.

If you're an experienced IT support professional looking to take the next step in your career, we'd like to hear from you.