IT Service Desk Specialist: 1st–3rd Line Support

Deben Recruitment; England; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

Job summary

Deben Recruitment is seeking an IT Service Desk Specialist to deliver high-quality support across multiple client businesses. You will be the first point of contact for IT queries, log requests into the ITSM system, and escalate to IT Support Technicians as needed.

The role is split: 40% 1st line, 60% 2nd/3rd line support, with responsibilities spanning hardware requests, ticketing, SharePoint/M365/Entra/Intune administration, and IT project involvement. Offshore/on-site travel may be required.

Qualifications

• 5+ years IT experience
• Experience with Microsoft programs and IT technologies
• Experience with Windows 11, servers and networks
• Experience with Office 365 and ITSM tools
• Ability to work across 1st-3rd line support and escalations

Responsibilities

• Handle inbound IT queries and record in ticketing system with outcomes
• Provide 2nd/3rd line IT support for client businesses
• Maintain and monitor servers and systems
• Administer SharePoint, M365, Entra, Intune
• Contribute to IT projects, automation and documentation

Skills

Communication

Time management

Team player

Professionalism

Written and verbal

Attention to detail

Prioritisation

Change management

Education

GNVQ/NVQ Level 2 or equivalent

GCSEs including English & Maths (A-C)

ICT qualifications (CompTIA A+ / Security+ / MCSA)

Tools

SharePoint

M365

Entra

Intune

Halo ITSM

Job description

Deben Recruitment is seeking an IT Service Desk Specialist to deliver high-quality support across multiple client businesses. You will be the first point of contact for IT queries, log requests into the ITSM system, and escalate to IT Support Technicians as needed.

The role is split: 40% 1st line, 60% 2nd/3rd line support, with responsibilities spanning hardware requests, ticketing, SharePoint/M365/Entra/Intune administration, and IT project involvement. Offshore/on-site travel may be required.