Information Technology Service Desk

JR United Kingdom; Whiteley; On-site; GBP 30,000 - 36,000; Full time

Job summary

A leading engineering business in Whiteley is seeking a Senior IT Service Desk Technician to provide technical assistance and resolve IT issues. Candidates must have an entry-level qualification in computing and at least two years of customer service experience. The role involves troubleshooting, managing IT tickets, and working in a shift rotation.

Qualifications

• 2+ years in a customer service/customer facing role.
• Supervisory experience is a plus.
• Microsoft Certification and ITIL Certification preferred.

Responsibilities

• Providing technical assistance for questions and problems.
• Resolving hardware and software issues.
• Using an ITSM tool to manage IT tickets.

Skills

Remote troubleshooting

Customer service

ITSM tool management

IT equipment provisioning

Understanding of technology principles

Education

Entry level qualification (BTEC, CompTIA, Degree or apprenticeship)

Tools

ITSM tool

CRM system

Job description

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Information Technology Service Desk, Whiteley

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Client:

Location:

Whiteley, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

1

Posted:

23.05.2025

Expiry Date:

07.07.2025

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Job Description:

Copello have partnered with an established engineering business based in Fareham, in the recruitment of a Senior IT Service Desk Technician.

Please note candidates MUST be eligible for SC Clearance.

Responsibilities:

• Providing technical assistance for questions and problems
• Responding to queries via chat, email, or phone
• Resolve hardware and software issues, including installation, configuration, and troubleshooting of desktops, laptops, printers
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues / requests
• Installing or changing software to fix issues or fulfil requests
• Remotely accessing hardware or software for clients to make changes and fix problems
• Using an ITSM tool to manage IT tickets
• Working with other IT team members to provide timely customer resolutions and to identify potential incidents
• Building and issuing IT equipment
• Assisting with production of IT Staff Rotas
• Assisting with resolution of customer escalations and complaints
• Assisting with the administration and improvement of the ITSM systems

Skills and Experience:

• Entry level qualification (BTEC, CompTIA, Degree or apprenticeship) in a computing related field
• Working in a customer service/customer facing role – at least 2 years
• Ability to perform remote troubleshooting and IT Assistance
• Ability to use an ITSM tool to manage tickets
• Ability to provision and support IT Equipment
• Understanding of IT Reporting, SLAs and KPIs
• Experience in a customer facing role
• Understanding of technology principles e.g. Active directory, M365, SharePoint, Power platform, networking, management of mobile devices, provision of IT equipment
• Supervisory experience
• Microsoft Certification
• Providing support technical or otherwise over the phone and using a CRM/ITSM system to manage customer interactions
• ITIL Certification

This role will be based in Whiteley working on shift rotations (37 hours per week) between 8:00-18:00.

The salary on offer for this position is between £30K-£36K plus benefits.