IT Service Desk Technician

MASS; Bath; On-site; GBP 26,000 - 30,000; Full time

Job summary

A leading technology company based in Bath is seeking an IT Service Desk Technician to deliver high-quality support across a range of IT services. The qualified candidate should have experience in IT support, strong communication skills, and be comfortable working in a fast-paced environment. Benefits include up to £30,000 salary, annual leave, and private medical insurance. This role requires UK residency and security clearance.

Benefits

25 days annual leave

Private Medical & Dental Insurance

Career development support

Qualifications

• Previous experience in an IT support or service desk role.
• Strong diagnostic and troubleshooting abilities.
• Familiarity with common desktop and laptop hardware.

Responsibilities

• Log, analyse and triage incoming customer calls.
• Provide first-line support for technical issues.
• Co-ordinate the repair of faulty hardware.

Skills

Customer-focused service

Troubleshooting

Communication skills

Education

ITIL Foundation certification

Tools

Helpdesk systems

Windows Operating Systems

VMWare

Job description

IT Service Desk Technician – Corsham (SN13) – Onsite

• Salary £26,000 - £30,000
• 25 days annual leave inclusive of up to 3 days Christmas shut-down
• Buy or sell up to 5 days’ annual leave
• Annual Wellbeing allowance
• Two pension schemes to choose from
• Private Medical & Dental Insurance + discounts for additional family members
• Life Assurance scheme up to 4 x salary
• Share Save scheme
• Electric/Hybrid Car leasing scheme
• Cycle to work scheme
• Retail discounts
• Career development support

We are looking for a proactive and customer-focused IT Service Desk Technician who takes pride in delivering high-quality first line support across a range of IT services. You will be the first point of contact for users, responsible for logging, triaging, and resolving incidents, service requests, and queries.

This role requires a person with a keen eye for detail, strong communication skills, and a methodical approach to troubleshooting. You’ll be comfortable working with users at all levels, ensuring they feel supported and informed. You will also co-ordinate with third-party suppliers to arrange hardware repairs and replacements, manage stock levels, and assist with asset tracking and audits.

If you enjoy working in a fast-paced environment, take pride in delivering excellent customer service, and are eager to grow your technical capabilities within a developing ITIL framework, we’d love to hear from you.

Key Responsibilities

• Log, analyse and triage incoming customer calls and helpdesk tickets
• Investigate and provide first-line support for technical issues and service requests
• Co-ordinate the repair or replacement of faulty hardware through third-party suppliers
• Carry out routine and scheduled tasks as part of day-to-day operations
• Support stock control and inventory management for IT equipment and consumables
• Assist in hardware audits and hardware asset management

Essential Experience

• Previous experience in an IT support or service desk role, ideally customer-facing
• Strong diagnostic and troubleshooting abilities for basic hardware and software issues
• Proficient in general office administration tasks
• Working knowledge of ITIL principles and service desk procedures
• Experience with helpdesk or ticketing systems
• Familiarity with common desktop, laptop, and peripheral hardware
• Clear and effective communication skills, both written and verbal

Desirable Experience

• ITIL Foundation certification or relevant formal training
• Experience liaising with hardware vendors and third-party maintenance providers
• Understanding of IT asset management tools and service management platforms
• Basic knowledge of the administration of Microsoft, VMWare and HP operating systems, applications and technologies
• Exposure to logistics processes within an IT environment

Our non-negotiables

You must be eligible to work and live in the UK

Due to the highly secure nature of the projects you’ll be working on, you must be willing to undergo and maintain appropriate UK government DV-Level security clearance

Who are MASS?

We help our customers realise the value of their data. We’re an ambitious technology company with a strong history in defence and we specialise in working in highly secure environments (hence the Security requirements!).

MASS are an equal opportunities employer; we know that our people are smart, skilled and motivated and in return we provide a friendly workplace where everyone is valued and has the chance to make an impact.

Apply today to see how working for MASS could work for you!