Deskside Technician

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

Job summary

ECS Resource Group Ltd is seeking a Deskside Technician in Scunthorpe for a hands-on IT support role. You will provide second-line desktop and end-user device support, working closely with the Service Desk and infrastructure teams to resolve issues and maintain service quality.

The role requires strong troubleshooting, customer service, and ITIL-based practices. Desirable qualifications include ITIL Foundation and CompTIA A+, and Microsoft Windows/365 certifications.

Qualifications

• Experience in deskside or IT support roles.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service.

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 relationships with end users and stakeholders.
• Investigate desktop-related issues to minimise disruption.
• Escalate complex problems to specialist teams when needed.
• Contribute to continuous service improvement and knowledge sharing.

Skills

Troubleshooting

Customer service

Communication

Prioritisation

Team collaboration

Education

ITIL Foundation

CompTIA A+

Microsoft Windows certifications

Microsoft 365 certifications

Tools

Windows OS

Microsoft 365

Job description

Deskside Technician

Location: Scunthorpe

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.