IT Service Desk Specialist (Hybrid) – Growth & Learning

Walker Morris LLP; Leeds; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Annual bonus up to 10%

Hybrid working

Pension contribution of at least 6%

Death in service cover 4x salary

31 days holiday incl. bank holidays

Job summary

Walker Morris LLP is seeking a 1st Line IT Service Desk Technician to join a busy IT team in Leeds. The role focuses on resolving user queries via phone and ticketing system, with training provided and career development supported.

You will handle incidents, log updates in the service desk tool, and work to reduce repetitive issues through trend analysis, while maintaining strong customer service and clear stakeholder communication.

Qualifications

• Minimum 1 year experience in a 1st line support role.
• Strong communication and customer service skills.
• Able to log and monitor incidents with ticketing systems.

Responsibilities

• Investigate, monitor and resolve incidents/service requests assigned to you.
• Liaise with internal/external clients, IT staff and suppliers to resolve incidents.
• Log and monitor incidents and service requests using the Service Management software, ensuring all updates are recorded.
• Conduct trend analysis to proactively reduce common requests.
• Liaise with Line Managers to identify, diagnose and resolve IT incidents and service requests.

Skills

1st line support

communication skills

IT technical skills

telephone manner

workload prioritisation

Tools

Service Management software

Job description

Walker Morris LLP is seeking a 1st Line IT Service Desk Technician to join a busy IT team in Leeds. The role focuses on resolving user queries via phone and ticketing system, with training provided and career development supported.

You will handle incidents, log updates in the service desk tool, and work to reduce repetitive issues through trend analysis, while maintaining strong customer service and clear stakeholder communication.