IT Service Desk Specialist — Remote & On-site Support

Sense International; Birmingham; On-site; GBP 32,000 - 44,000; Full time

Job summary

Sense International is seeking a Service Desk Technician to join the Technology team in Birmingham. You will diagnose and resolve a wide range of IT issues, supporting colleagues across offices, residential services, charity shops and colleges.

You’ll provide responsive, friendly service, manage incidents and support IT systems administration, with a focus on clear communication for non-technical colleagues. This is a full-time role in a values-led organisation.

Qualifications

• Level 3 technology qualification or equivalent (A+/Network+).
• Experience in an IT/tech support role.
• Experience using ITSM systems to manage incidents and requests.
• Strong knowledge of hardware and software issues; can diagnose and resolve moderately complex problems.
• Understanding of networking and basic network troubleshooting.

Responsibilities

• Diagnose and resolve incidents and service requests escalated through the service desk.
• Provide technical support across hardware, software, networking and business systems, remotely and on-site.
• Install, configure and maintain laptops, desktops, mobile devices, printers and applications.
• Take ownership of incidents through to resolution; inform users and escalate when needed.
• Administer user accounts, permissions, and access (starters, leavers, changes).
• Support administration and maintenance of IT infrastructure, networks, systems and cloud services.
• Maintain records in the ITSM system (incidents, requests, assets, changes).
• Create technical docs, user guides and knowledge-base articles.

Skills

IT support

Troubleshooting

Communication

Customer service

Networking basics

ITSM familiarity

Education

Level 3 technology qualification / A+ or Network+

Tools

ITSM systems

Job description

Sense International is seeking a Service Desk Technician to join the Technology team in Birmingham. You will diagnose and resolve a wide range of IT issues, supporting colleagues across offices, residential services, charity shops and colleges.

You’ll provide responsive, friendly service, manage incidents and support IT systems administration, with a focus on clear communication for non-technical colleagues. This is a full-time role in a values-led organisation.