Service Desk Support Technician

SANS Institute; Swansea; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the IT sector is seeking a Service Desk Support Technician to provide first-line technical assistance. This role involves resolving IT issues, preparing hardware, and ensuring productivity for global employees. The ideal candidate will have excellent communication skills and a keen interest in technology. Join a dynamic team focused on delivering effective support in a fast-paced environment.

Qualifications

• Experience with Windows and Mac operating systems.
• Proven experience in 24x7 high-availability production environment.
• Familiarity with desktop virtualisation.

Responsibilities

• Provide first-level technical support to employees via remote desktop tools.
• Assist with preparing and deploying laptops for new hires.
• Log and track all incidents and requests in the IT ticketing system.

Skills

Communication

Problem-Solving

Windows

Mac

Networking

Customer Focus

Education

CompTIA A+

Tools

ServiceNow

Office 365

Active Directory

Job description

Service Desk Support Technician

Application Deadline: 31 May 2025

Department: IT - Technology Services

Employment Type: Full Time

Location: Swansea, UK

Reporting To: IT Manager, Technology Services in Information Technology

Description

The Service Desk Support Technician is responsible for providing first-line technical assistance to staff, focusing on resolving common IT issues, preparing hardware for employees, and supporting day-to-day operations in a fast-paced environment. The technician will play a key role in ensuring our global employees remain productive by offering timely, friendly, and effective support.

Key Responsibilities

Technical Responsibilities:

• Provide first-level technical support to employees via remote desktop tools, video calls, and chat.
• Respond to support requests and resolve basic hardware, software, and connectivity issues.
• Log and track all incidents and requests in the IT ticketing system accurately and clearly.
• Escalate more complex issues to senior team members or other departments when needed.

Device Setup and Maintenance:

• Assist with preparing, configuring, and deploying laptops for new hires and existing staff.
• Support routine maintenance of laptops and accessories to ensure devices are ready for use.
• Help manage hardware repairs or replacements as directed.

Process & Documentation:

• Follow standard operating procedures for issue resolution and escalation.
• Contribute to keeping internal documentation up to date based on common support scenarios.
• Suggest improvements to help streamline repetitive support tasks.

General Tasks:

• Maintain a helpful, patient, and customer-focused attitude at all times.
• Perform additional duties as assigned by the Enterprise Applications Manager. .

Skills, Knowledge and Expertise

Essential Skills/Experience

• Excellent written, verbal and listening communication skills.
• Keen interest in technology and problem-solving.
• Experience with Windows and Mac operating systems.
• Proven experience in 24x7 high-availability production environment.
• Familiarity with desktop virtualisation.
• Experience with enterprise application administration, including Office 365, asset management tools, Active Directory, VPN, and various cloud- based platforms.
• Exposure using ServiceNow or other ITSM systems.
• Familiarity with networking and TCP/IP protocols.
• Passionate about providing accurate, timely, and customer focused support in a secure fashion.
• Ability to effectively communicate and collaborate with a U.S. based team as well as the languages in your region.
• Able to adapt to working in different time zones when required.
• Innovative thinking to address challenges remotely or in international contexts when necessary.
• Ability to work well with people from different backgrounds and cultures.
• Willingness to learn and grow within a support-focused IT environment.
• Ability to manage time and prioritise tasks.
• Able to work in high pressure situations and deadline driven.

Desirable Skills/Experience

• Previous experience in a customer service or tech support environment.
• Any IT-related certification such as CompTIA A+ is a plus.
• Knowledge of the Cyber Security sector.