IT Operations Technician

BESA; Penrith; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading trade organisation for building engineering is seeking an IT Support Technician in Penrith. You will provide first- and second-line support to users, focusing on quick resolution of issues and enhancing support processes. Ideal candidates possess strong IT knowledge and excellent customer service skills. The position is hybrid, requiring presence in the office 2-3 times a week.

Qualifications

• Strong working knowledge of IT systems and Microsoft applications.
• Commitment to continuous improvement and up-to-date with IT trends.

Responsibilities

• Provide first-line helpdesk support ensuring calls are answered and logged.
• Deliver 1st/2nd tier support for routine service requests.
• Work collaboratively with third-party suppliers to resolve complex issues.
• Identify opportunities to enhance helpdesk processes.

Skills

Strong working knowledge of IT systems and Microsoft applications

Excellent customer service skills

Strong written and verbal communication skills

Analytical and solutions-focused

Resilient and adaptable under pressure

Tools

Microsoft technologies

IT hardware

Job description

Overview

WE ARE

The Building Engineering Services Association is the UK's leading trade organisation for building engineering services contractors – representing the interests of firms active in the design, installation, commissioning, maintenance, control and management of engineering systems and services in buildings. Want to find out more? Why not check our website? www.thebesa.com

About the Department

The IT Department provides tailored solutions and support to the BESA Group and to their external customers. Our software solutions range from:

• Desktop applications
• Web applications and services

We are committed to continuous improvement and delivering commercially effective solutions that meet our customers\' evolving needs.

About the Role

In this role, you will deliver first- and second-line support to end users on the IT Service Desk, ensuring quick and effective resolution of technical issues. You will demonstrate accountability and agility in prioritising and resolving technical problems, while showing care and customer empathy to create a positive user experience. With a focus on continuous improvement, you will look for ways to enhance support processes and ensure solutions are commercially aware and aligned with business needs. This is a hybrid role requiring you to be in the Penrith office 2/3 times a week.

Responsibilities

• Provide first-line helpdesk support with accountability, ensuring all IT Service Desk calls are answered, logged, and prioritised effectively in line with business needs.
• Deliver 1st/2nd tier support for routine service requests across the BESA Group, showing care and customer empathy by resolving incidents promptly and within agreed SLAs.
• Work collaboratively with third-party suppliers and partners to escalate and resolve more complex issues, demonstrating agility and a focus on providing a seamless service experience.
• Take ownership of continuous improvement, identifying opportunities to enhance helpdesk processes and support delivery, while ensuring solutions are commercially aware and add value to the business.

Qualifications

Note: Text below uses essential/desirable formatting; kept as plain content in the refinement.

• Essential - Strong working knowledge of IT systems and Microsoft applications, enabling you to offer practical support and solutions.
• Essential - A commitment to continuous improvement, keeping up to date with emerging IT trends and best practices

• Desirable - Experience or familiarity with:
  Microsoft technologies; IT hardware; Microsoft client operating systems and applications; Microsoft server technologies

Skills & Abilities

• A collaborative team player who contributes effectively to team success while also working independently, demonstrating accountability in delivering results.
• Excellent customer service skills and a professional telephone manner, showing care and customer empathy in every interaction.
• Strong written and verbal communication skills, ensuring clear, respectful, and effective engagement with colleagues, users, and partners.
• Analytical and solutions-focused, with the ability to identify root causes and drive continuous improvement in IT support processes and user experiences.
• Resilient and adaptable under pressure, applying agility to manage multiple priorities and deliver timely, effective outcomes.

Closing Date: 22nd September 2025

Don’t meet every single requirement? At BESA, we are committed to building a diverse and inclusive workplace. If you're enthusiastic about this role but your experience doesn't match every requirement perfectly, we encourage you to apply anyway. You might be exactly the candidate we're looking for!