Deskside Technician - Inverness

ECS Resource Group Ltd; Inverness; On-site; GBP 21,000 - 35,000; Full time

Job summary

ECS Resource Group Ltd is hiring a Deskside Technician in Inverness to provide hands-on IT support to end users and collaborate with the IT team across the MCP landscape.

You will diagnose and resolve desktop issues, maintain strong customer service, and escalate complex faults to the 3rd Line team while ensuring clear communication throughout the process.

Qualifications

• Proven experience in a deskside/IT support role with end-user focus.
• Knowledge of ITIL best practices and ticketing processes.
• Experience in multi-vendor environments is advantageous.

Responsibilities

• Take ownership of incidents and service requests from initial contact through to resolution.
• Troubleshoot and resolve desktop and end-user issues to minimise downtime.
• Escalate complex problems to the 3rd Line team and track progress.
• Provide timely updates and maintain high standard of customer service.
• Build relationships with users and become a trusted IT contact.
• Collaborate with IT colleagues and share knowledge.
• Identify recurring issues and suggest service improvements.
• Follow IT processes and contribute to ongoing IT function development.

Skills

Communication skills

Attention to detail

Organised

Customer service

Self-starter

Multi-vendor support

ITIL awareness

CompTIA A+

Microsoft Office/Windows 10/365

Tools

Microsoft Office/Windows 10/365

Job description

Deskside Technician

Location: Inverness
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+