IT Service Desk Technician

DataCareers; England; On-site; GBP 32,000 - 34,000; Full time

Job summary

A tech support organization is seeking an IT Service Desk Technician to deliver frontline technical support. You will provide first and second-line assistance for users while ensuring high-quality customer service. Candidates must have experience in IT support, strong knowledge of Windows and Microsoft 365, and live in the UK for the last 5 years due to security clearance requirements.

Benefits

Pension scheme

Qualifications

• Proven experience in a Service Desk or 1st/2nd Line IT Support role.
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and Intune.
• Good understanding of ITIL-based processes.

Responsibilities

• Provide front-line IT support to staff via various channels.
• Troubleshoot and resolve incidents related to desktop and application issues.
• Log and manage support tickets in the ITSM tool.

Skills

Active Directory

Windows 10/11

Microsoft 365

Intune

ITIL

Tools

IFS Assyst

Job description

IT Service Desk Technician
Gloucester (on site)
Salary: £32 - 34K + a range of UK Employee Benefits including excellent Pensions scheme

Key skills: Active Directory, Exchange, Windows 10/11, Intune, MS Office 2016 and 365, Outlook, SharePoint, ITIL

Our client is a high-profile organisation with a successful Service Desk team delivering first class frontline support service to their Users.

This is a hands-on role providing first and second-line technical support to users across a wide range of systems and services. You'll be responsible for resolving incidents and service requests, supporting hardware and software issues, and ensuring a high standard of customer service, within SLA's.

Key Responsibilities:

• Provide front-line IT support to staff via phone, self-service portal, and occasional in-person walk-ups.
• Troubleshoot and resolve incidents related to desktop, laptop, network, and application issues.
• Support users with Windows 10/11, Microsoft Office 2016/365, Outlook, SharePoint, and other standard tools.
• Log and manage support tickets in the organisation's ITSM tool (IFS Assyst).
• Escalate issues in line with agreed processes and service levels.
• Visit user desks or remote offices when required to provide on-site support and equipment setup.
• Maintain accurate asset and configuration records.
• Contribute to knowledge base articles and standard operating procedures.

Skills and Experience:

• Proven experience in a Service Desk or 1st/2nd Line IT Support role.
• Strong knowledge of:
• Windows 10/11
• Microsoft 365 (Outlook, Office, SharePoint)
• Active Directory and Exchange Management Console
• Intune device management
• Good understanding of ITIL-based processes (incident, change, problem, configuration).
• Excellent communication skills and a strong customer service approach.
• Able to adapt quickly, think on your feet, and work effectively in a dynamic support environment.

** You need to have lived and worked in the UK for the last 5 years in order to be eligible for the necessary security clearance required for this role **