Deskside Technician: Hands-On IT Support & Escalation

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

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.