IT Service Desk Engineer - Frontline Tech Support

Hibob Inc.; Northwich; On-site; GBP 22,000 - 30,000; Full time

Job summary

TrinityBridge is seeking an IT Service Desk professional to provide first/second line support from our Northwich office. You will log, diagnose and resolve IT service requests, acting as the main contact for end-users and coordinating with regional IT teams to ensure timely delivery.

The role requires ITIL Foundation, familiarity with Windows OS, Office, and AD basics, plus a willingness to handle ad-hoc tasks and participate in DR/BC tests. A friendly, proactive approach is essential.

Qualifications

• Certified to ITIL v4 Foundation Level.
• Experience of working within a technical help desk / 1+ years previous user support experience.
• Proficient in Microsoft Operating Systems and Office Applications.
• Knowledge of IT Service Desk tools.
• Basic knowledge of Active Directory and Exchange.
• Basic understanding of network infrastructure.
• Basic understanding of remote access services (e.g. VPN, remote desktop).
• ITIL IT Service Management foundation qualification.
• Knowledge of / awareness of supporting business systems: CRM, Document Management, Intelligent Office and Web services.

Responsibilities

• Log service requests onto bespoke application for monitoring and auditing of workload.
• Point of contact for end-users regarding service requests or issues with IT services.
• Provide first and second line technical support to users.
• Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk.
• Coordinate with TrinityBridge IT Desktop Support and Infrastructure in Northwich, London, Glasgow.
• Coordinate with Business Support and IT App Support for requests and changes.
• Raise/Escalate tickets with third party providers on IT issues.
• Support users in understanding all systems.
• Assist with Disaster Recovery / Business Continuity tests.
• Perform ad-hoc duties as required by business changes.
• Answer incoming calls and maintain friendly IT presence.
• Respond to emails in IT Service Desk mailbox.
• Resolve service requests while maintaining quality of service.
• Keep line management updated on deadlines.
• Run and complete daily procedures against checklist.
• Provide cover for other sections with training.

Skills

ITIL v4 Foundation

Service desk experience

Windows OS

Office Applications

Active Directory basics

Network basics

Remote access (VPN, RDP)

CRM / Document Management basics

IT Service Management knowledge

Education

ITIL IT Service Management Foundation

Tools

IT Service Desk tools

Job description

TrinityBridge is seeking an IT Service Desk professional to provide first/second line support from our Northwich office. You will log, diagnose and resolve IT service requests, acting as the main contact for end-users and coordinating with regional IT teams to ensure timely delivery.

The role requires ITIL Foundation, familiarity with Windows OS, Office, and AD basics, plus a willingness to handle ad-hoc tasks and participate in DR/BC tests. A friendly, proactive approach is essential.