IT Service Desk Technician

Mass Consultants Ltd; Corsham; On-site; GBP 26,000 - 30,000; Full time

Job summary

A leading technology company is seeking a proactive IT Service Desk Technician to provide first line support across various IT services. This role involves logging and resolving incidents, coordinating with suppliers for hardware repairs, and assisting with asset management in a fast-paced environment that values outstanding customer service.

Benefits

25 days annual leave inclusive of up to 3 days Christmas shut-down

Annual Wellbeing allowance

Private Medical & Dental Insurance

Two pension schemes to choose from

Career development support

Qualifications

• Previous experience in an IT support or service desk role, ideally customer-facing.
• Experience with helpdesk or ticketing systems.
• Working knowledge of ITIL principles and service desk procedures.

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.

Skills

Strong diagnostic and troubleshooting abilities

Clear and effective communication skills

Education

ITIL Foundation certification or relevant formal training

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!