Deskside Technician - Broxden

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

Job summary

ECS Resource Group Ltd in Perth, Scotland, is seeking a Deskside Technician to join their UK-based team. You will act as an escalation point for issues not resolved at 1st Line and provide in-depth diagnosis and resolutions for end users.

The role focuses on ownership of incidents, troubleshooting desktop problems, ITIL-informed processes, strong customer service, and collaboration across IT teams to improve service delivery.

Qualifications

• Excellent communication skills (written and verbal).
• Keen attention to detail.
• Organised with the ability to prioritise workloads and workflows.
• Approachable with strong customer service skills.
• Self-starter capable of strategic planning to meet department goals.
• Experience in customer-related industries; multi-vendor infrastructure experience is a plus.
• Background in multi-vendor environments and complex IT infrastructure.
• Strong negotiation skills in difficult situations.
• Desk Side experience and ITIL best practice knowledge.
• ITIL Foundation certification.
• MS Office / Windows 10 / 365 proficiency.
• CompTIA A+ certification preferred.

Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end user issues, minimizing downtime.
• Escalate complex problems to the 3rd Line team when required.
• Keep users updated with clear communication and high service standards.
• Build strong relationships with users and act as a trusted IT support contact.
• Collaborate with IT colleagues and share knowledge.
• Identify recurring issues and support continuous service improvement.
• Follow IT processes with a professional and positive approach.
• Participate in team meetings and IT function development.

Skills

Communication

Attention to detail

Organization

Customer service

Self-starter

Industry experience

Multi-vendor environment

Negotiation

Desk Side

ITIL Foundation

MS Office

CompTIA A+

Job description

Deskside Technician

Location: Broxden, Perth

Salary: Up to £35,000 Per Annum

I am working with one of the leading Managed Services Providers in the UK who have an excellent track record of supporting private and public sector clients all over the UK. They are a business with an excellent track record in transforming organisations via high-performance technology solutions. Their people are at the very heart of what they do as they enable workflow, remove barriers and empower users all over the UK.

They are currently looking for a Deskside Technician to join their team and act as an escalation point for issues which cannot be resolved at 1st Line level. The successful applicant will provide in-depth diagnosis and technical resolutions of IT problems for the end users and customers.

Key Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end user issues, helping to keep users productive and minimise downtime.
• Investigate issues thoroughly and elevate more complex problems to the 3rd Line team where required.
• Keep users updated throughout, providing clear communication and a high standard of customer service.
• Build strong relationships with users across the business and become a trusted point of contact for IT support.
• Work closely with colleagues across the IT team, sharing knowledge and supporting others when needed.
• Contribute to continuous improvement by identifying recurring issues and opportunities to improve service delivery.
• Follow agreed IT processes and procedures while maintaining a professional and positive approach.
• Play an active role in team meetings, knowledge sharing and the ongoing development of the wider IT function.

Skills & Experience Required

• 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 within the customers 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.
• ITIL Foundation
• Microsoft Office/Windows 10/365
• Comptia A+