Deskside Technician - Glasgow

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

Job summary

ECS Resource Group Ltd is seeking a Deskside Technician in Glasgow to join a leading UK MSP delivering high‑quality IT support to private and public sector clients. You will own incidents from initial contact to resolution, troubleshoot desktop and end user issues, and work with the IT team to keep users productive and informed.

You should have strong communication, customer service, ITIL awareness, and experience in a multi‑vendor environment. A proactive, team‑oriented approach is essential.

Qualifications

• 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+

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 escape 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

Communication

Attention to detail

Organisation

Customer service

Self-motivation

Multi-vendor experience

Negotiation

Desk-side support

Education

ITIL Foundation

CompTIA A+

Tools

Microsoft Office/Windows 10/365

Job description

Deskside Technician

Location: Glasgow

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.

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 escape 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+