Deskside Technician - Perth

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

Job summary

ECS Resource Group Ltd in Perth is seeking a Deskside Technician to join a leading UK MSP. You will resolve desktop and end-user issues, ensuring productivity and high service levels across a multi-vendor IT landscape.

Take ownership of incidents from first contact to resolution, communicate clearly with users, and follow ITIL-aligned processes while delivering exceptional customer service and teamwork across the IT function.

Qualifications

• Excellent communication skills (written and verbal).
• Keen attention to detail and strong organisational ability.
• Ability to prioritise workloads and manage multiple tasks.
• Experience in a desk-side IT support role with strong customer service.
• Familiarity with ITIL processes and multi-vendor environments.

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.
• Investigate issues thoroughly and escalate to 3rd Line as needed.
• Keep users updated with clear communication and high service standards.
• Build relationships with users and act as a trusted IT support contact.
• Collaborate with IT colleagues and contribute to continuous improvement.

Skills

Excellent communication

Attention to detail

Organised

Customer service

Self-starter

Multi-vendor experience

Desk Side

Negotiation

Industry experience

Education

ITIL Foundation

CompTIA A+

Tools

Microsoft Office/Windows 10/365

Job description

Deskside Technician

Location: 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.

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 escal 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+