Desktop Support Technician

EBSCO Information Services; South Oxfordshire; On-site; GBP 25,000 - 35,000; Full time

Job summary

EBSCO Information Services is seeking a Desktop Support Technician to join their IT team. This hybrid role involves end-user support, hardware management, troubleshooting, and documentation. Ideal candidates possess a Bachelor’s degree, relevant IT experience, and strong skills in Windows and macOS systems. The role supports multiple UK offices and emphasizes customer service in a dynamic environment.

Benefits

Competitive salary and comprehensive benefits

Flexible hybrid working model (3 days remote, 2 days onsite)

Permanent training opportunities

Inclusive and supportive company culture

Qualifications

• Bachelor's degree in IT, Computer Science, or equivalent experience.
• 2–3 years' experience in IT support or system administration, ideally in a multi-site or enterprise environment.
• Strong knowledge of Windows and macOS systems, networking basics, and Active Directory.
• Experience supporting a range of IT infrastructure including AV systems and MDM tools.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Comfortable working independently and cross-functionally across time zones.
• Familiarity with IT service management tools (e.g., ServiceNow) and IT asset management.

Responsibilities

• Set up, configure, and decommission laptops and IT hardware across UK sites.
• Provide desk-side and remote support (LogMeIn) for hardware/software issues and service requests.
• Escalate advanced issues to internal support teams and external vendors as necessary.
• Maintain up-to-date inventory of hardware, software, and accessories.
• Support AV/VC systems, printers, mobile devices, and conference room technologies.
• Document issues, solutions, and procedures in IT ticketing and knowledge base systems.
• Assist with procurement and hardware lifecycle management, including vendor coordination.
• Collaborate with global teams including Infrastructure, Engineering, Security, and HR.
• Ensure compliance with corporate IT policies and cybersecurity best practices.

Skills

Windows

macOS

Networking basics

Active Directory

AV systems

MDM tools

ITIL knowledge

Microsoft 365

Teams

SharePoint

Education

Bachelor's degree in IT or Computer Science

Tools

IT service management tools (ServiceNow)

Job description

Your Opportunity

We are looking for a Desktop Support Technician to join our dynamic IT team in Didcot. This hybrid role offers the opportunity to support EBSCO’s UK offices and associated territories with both onsite and remote technical assistance. You will play a critical role in end-user support, hardware deployment, troubleshooting, and maintaining IT systems and documentation.

This is a hands-on position perfect for someone who thrives in a fast-paced, customer-oriented environment and enjoys solving complex technical issues.

What You'll Do

• Set up, configure, and decommission laptops and IT hardware across UK sites.
• Provide desk-side and remote support (LogMeIn) for hardware/software issues and service requests.
• Escalate advanced issues to internal support teams and external vendors as necessary.
• Maintain up-to-date inventory of hardware, software, and accessories.
• Support AV/VC systems, printers, mobile devices, and conference room technologies.
• Document issues, solutions, and procedures in IT ticketing and knowledge base systems.
• Assist with procurement and hardware lifecycle management, including vendor coordination.
• Collaborate with global teams including Infrastructure, Engineering, Security, and HR.
• Ensure compliance with corporate IT policies and cybersecurity best practices.

About You

What You Bring

• Bachelor's degree in IT, Computer Science, or equivalent experience.
• 2–3 years' experience in IT support or system administration, ideally in a multi-site or enterprise environment.
• Strong knowledge of Windows and macOS systems, networking basics, and Active Directory.
• Experience supporting a range of IT infrastructure including AV systems and MDM tools.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Comfortable working independently and cross-functionally across time zones.
• Familiarity with IT service management tools (e.g., ServiceNow) and IT asset management.

Preferred Qualifications

• ITIL Foundation Certification or knowledge of ITIL processes.
• Experience supporting Microsoft 365, Teams, and SharePoint.
• Strong analytical and troubleshooting skills.
• Experience with IT procurement, budgeting, and vendor relations.
• Technical documentation writing skills.
• Exposure to cybersecurity practices and compliance standards.

Why Join EBSCO?

• Competitive salary and comprehensive benefits
• Flexible hybrid working model (3 days remote, 2 days onsite)
• Work with a global, mission-driven team in a collaborative environment
• Permanent training opportunities
• Inclusive and supportive company culture