IT Service Desk Technician

DataCareers; England; On-site; GBP 29,000 - 35,000; Full time

Job summary

A leading regional support firm is seeking an IT Service Desk Technician based in Gloucester. The role involves delivering first-class support to users, resolving network, application, and device issues. Ideal candidates will have experience with IT infrastructure and a strong background in customer service. You will assist users through various channels and maintain IT processes, ensuring satisfaction while supporting team objectives. This is an excellent opportunity for a proactive and adaptable professional.

Qualifications

• Proven experience in a Service Desk or IT support role.
• Strong understanding of IT infrastructure and hardware devices.
• Knowledge of ITIL Foundation V4 processes is desirable.

Responsibilities

• Respond promptly to incidents and service requests.
• Escalate complex incidents within the IT team.
• Maintain accurate records in line with IT processes.
• Support colleagues to achieve team objectives.

Skills

Service Desk experience

Customer service

Communication skills

Active Directory

Microsoft Office 2016/365

Tools

Windows 10/11

Intune

Exchange Management Console

SharePoint

Job description

Overview

Job Title: IT Service Desk Technician

Location: Gloucester

Salary: Up to 35,000 per annum

About the Role

We are looking for a IT Service Desk Technician to deliver a first-class front-line support service. You will provide assistance to users with network, application, and device issues, ensuring timely and effective resolution in line with agreed service levels.

You will handle support requests via the self-service portal, telephone, and occasional in-person visits, providing reassurance, clear solutions, and a positive customer experience. Your role will also involve updating knowledge bases, following established processes, and maintaining accurate asset records.

Responsibilities

• Respond promptly to incidents and service requests, resolving issues within published SLA targets.
• Escalate complex incidents appropriately within the IT team.
• Maintain accurate records and documentation in line with IT processes.
• Update Standard Operating Procedures (SOPs) and knowledge articles, sharing best practices with colleagues.
• Support colleagues in achieving team support objectives.
• Visit users on-site or at other offices to troubleshoot, configure, and advise on IT equipment and software.
• Promote ICT Self Service tools and resources to enhance user experience.

Skills & Experience

• Proven experience in a Service Desk or IT support role.
• Strong understanding of IT infrastructure, Microsoft products, and hardware devices.
• Excellent customer service and communication skills, with the ability to listen and ask probing questions.
• Experience with Active Directory, Exchange Management Console, Windows 10/11, Intune, Microsoft Office 2016/365, Outlook, and SharePoint.
• Knowledge of Incident, Problem, Change, and Configuration Management processes (ITIL Foundation V4 desirable).
• Adaptable, quick thinker, and capable of working effectively in a diverse and changing environment.