ICT Service Desk Technician

VolkerWessels; Hoddesdon; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading contracting group in the UK is seeking a dynamic Service Desk Technician (1st Line Support) to join their ICT support team. You will be the first point of contact for technical issues, providing outstanding customer service to over 2,000 users. The ideal candidate will have demonstrable experience in a similar role and a passion for technology. This position offers a competitive salary and a range of benefits, including private medical care and training opportunities.

Benefits

Competitive salary

Competitive annual leave

Private medical care

Pension

Training and development opportunities

Qualifications

• Demonstrable experience in a similar role within a service desk or contact centre environment.
• Strong organisational skills and a proactive mindset.
• Natural flair for clear communication.

Responsibilities

• Log and manage support tickets in the ITSM system.
• Troubleshoot and resolve issues quickly for first-time fixes.
• Deliver exceptional customer service to colleagues and external partners.

Skills

Customer service

Technical troubleshooting

Clear communication

Organisational skills

Collaborative approach

Tools

Microsoft 365

Windows 11

ITSM system

Job description

Job Overview

We provide integrated and groundbreaking solutions for the civil engineering and construction sectors, with specialisms in rail, highways, airports, marine, defence, energy, water and environmental infrastructure. Are you tech‑savvy, a problem‑solver with a passion for helping people? We’re looking for a dynamic and proactive Service Desk Technician (1st Line Support) to be the frontline hero of our ICT support team. With over 2,000 users across 100+ locations, your work will make a real difference – every single day. You’ll be the go‑to expert for resolving a wide range of technical issues‑whether it’s a laptop glitch, a mobile device hiccup, or a software snag. You’ll support tools like Microsoft 365, Windows 11, and Android, and tackle everything from hardware troubleshooting to network connectivity challenges. But this role is more than just tech‑it’s about people. You’ll translate complex IT speak into simple terms, always with a smile and a "can‑do" attitude.

Responsibilities

• Logging and managing support tickets in our ITSM system with clarity and precision
• Troubleshooting and resolving issues quickly, aiming for first‑time fixes
• Escalating complex issues with detailed documentation to ensure smooth handover
• Delivering exceptional customer service to colleagues and external partners alike
• Contributing to team meetings and continuous improvement initiatives
• Sharing knowledge and best practices to help the whole team grow
• Getting involved in exciting ICT projects and supporting wider service desk duties

Qualifications

• Demonstrable experience in a similar role within a service desk or contact centre environment
• A natural flair for providing great customer service and clear communication
• Strong organisational skills and a collaborative approach
• A proactive mindset and a genuine enthusiasm for technology

About VolkerWessels UK

VolkerWessels UK is a market‑leading contracting group of five closely linked businesses. VolkerWessels UK operates through five separate but complementary businesses, working in collaboration and using our specialist skills to deliver an integrated service for our clients. At any one time, our people are working on our sites or in our offices for around 250 projects across the UK.

We believe in pushing boundaries in the pursuit of fairness, inclusion and respect. So, our teams can be comfortable that, whatever their background, VolkerWessels UK is a place where they can be themselves and thrive. VolkerWessels UK is committed to maintaining healthy, safe and productive working conditions for its entire staff and therefore a drugs & alcohol screening is mandatory for all.

Benefits

• Competitive salary
• Competitive annual leave and an additional day off on your birthday
• Option to buy additional annual leave
• Private medical care
• Pension
• Life assurance
• Cycle to work scheme
• Shopping and restaurants vouchers, rewards and discounts
• Training and development opportunities – comprehensive skills‑based training
• Family friendly policies including enhanced maternity benefits
• Employee assistance programme
• Mental health, physical health and financial support
• 24/7 Virtual GP service