IT Service Desk Technician

Low Carbon Contracts Company; Leeds; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Annual bonus up to 10%

25 days annual leave

Pension scheme

Study support

Employee assistance programme

Cycle to work scheme

Season ticket loan

Family friendly policies

Job summary

Low Carbon Contracts Company operates a hybrid IT Service Desk, delivering 1st/2nd line support across the organisation from Leeds or Birmingham. You will use Jira Service Management to handle incidents, manage requests, and maintain clear ticket records while delivering friendly, proactive user support.

You will work with Infrastructure, Architecture and Development teams, provide remote and in-person assistance, and contribute to knowledge base improvements and service quality initiatives.

Qualifications

• Proven IT support experience in a business environment.
• Strong knowledge of Microsoft 365, Azure AD and Intune.
• ITIL-aligned service desk operations and ticket management.
• Familiar with change and access management practices.

Responsibilities

• Deliver 1st and 2nd line support for staff.
• Manage incidents and requests via Jira Service Management.
• Maintain ticket records and escalate as needed.
• Create knowledge base articles for users and staff.
• Provide excellent customer service in person, by phone, and remotely.

Skills

IT support

Microsoft 365

Azure AD

Intune

Autopilot

ITIL

Asset management

Remote support

Vendor coordination

Tools

Jira Service Management

Confluence

Jira workflows

ITSM tooling

Job description

• Administrative user management (e.g., AD, Exchange, Intune)

Department: Tech Hub

Employment Type: Full Time

Location: Birmingham, England, United Kingdom; Leeds, England, United Kingdom

Contract type: Permanent

Hours: 37.5

Salary: circa £40,000 depending on experience

Location: Leeds (LS1 4HR) OR Birmingham (B2 5DB)

WFH policy: Employees are required to attend the office 2 days/week

Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight.

Reports to: IT Service Operations Manager

Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

Role Summary

The IT Service Desk Technician plays a critical role in delivering day-to-day end-user IT support across the organisation. As the first point of contact for IT-related incidents and service requests, you will help ensure a seamless and professional support experience for all staff. Reporting to the IT Service Operations Manager, you’ll be part of a collaborative team of seven technicians supporting business-as-usual services through our service desk platform (currently Jira Service Management). You will support a range of technologies across hardware, cloud, and business applications. This role includes close collaboration with Infrastructure, Architecture, Development, and Data teams, and requires interaction with third-party vendors to ensure smooth service delivery. Support will be provided both face-to-face and remotely, in line with LCCC policies and procedures. You’ll take pride in delivering a consistent, user-focused experience, and contribute to improving service quality and satisfaction. The role also offers project-based work opportunities.

Key Responsibilities

• Deliver 1st and 2nd line support for staff across the organisation
• Manage incidents and requests through Jira Service Management, ensuring timely resolution within agreed SLAs
• Maintain accurate ticket records and escalation issues appropriately
• Produce and maintain high-quality knowledge base articles for users and support staff
• Provide excellent customer service in person, over the phone, and via remote tools

Technical Environment

• End-User Devices & Platforms: Windows 11+, macOS 26+, iOS devices
• Cloud & Productivity Platforms: Microsoft 365, Azure AD, Intune (MDM), Autopilot
• Collaboration & Workflow Tools: Jira Service Management, Confluence
• Business Applications & IAM:
• 1st line support for internally developed tools
• Joiner-Mover-Leaver (JML) processes
• Identity and Access Management (IAM) audits
• Networking & AV:
• Basic network troubleshooting
• Audio-visual support for meeting rooms and events

Asset & Hardware Management

• Provision and configure laptops, mobile devices, and peripherals
• Maintain hardware asset records using ITSM tooling
• Manage repairs, warranty replacements, and hardware lifecycle tasks
• Support office moves and hardware relocations as required

Cross-Team Collaboration

• Work with Infrastructure and other tech teams to resolve complex or cross-functional issues
• Contribute to project delivery, including rollout of new technologies and testing of upgrades

Additional Duties

• Occasional travel to regional offices
• Administrative user management (e.g., AD, Exchange, Intune)
• Maintain compliance with LCCC policies and processes
• Support and train colleagues in your specialist areas when needed
• Carry out other duties as reasonably required

Skills Knowledge and Expertise

Essential

• Proven experience in IT support within a business environment
• Strong knowledge of: Microsoft 365, Azure AD, and Intune
• Strong knowledge of: Device provisioning via Autopilot and remote support tools
• Strong knowledge of: ITIL-aligned service desk operations and ticket management
• Strong knowledge of: Cybersecurity best practices
• Strong knowledge of: Experience managing hardware assets, including tracking, auditing, and lifecycle management using ITSM tools
• Strong knowledge of: Comfortable working with hardware vendors for repairs and warranty management
• Strong knowledge of: ITIL v4 Foundation certified (or equivalent experience)
• Strong knowledge of: Familiar with change and access management practices

Desirable

• Experience with application packaging tools (e.g., Intune, JumpCloud)
• Atlassian platform administration (e.g., Jira workflows, field configs)
• Awareness of Agile or DevOps environments

Person Specification

• Independent, analytical problem-solver
• Collaborates effectively and seeks help appropriately
• Proactive mindset with a “get ahead” approach
• Confident engaging with stakeholders at all levels
• Understands the business impact of IT services and can identify trends or recurring issues
• Open to learning and using AI to enhance support or workflows
• Empathetic, composed, and pragmatic under pressure
• Clear and professional communicator, both written and verbal
• Curious about new technologies and committed to continuous improvement
• Listens actively and can de-escalate difficult conversations
• Eager to self-learn and pursue relevant training

Required Commitments

Excellence

• Understand how the latest technology can meet business needs and add value strategically
• Communicate internally to ensure team members are aware of system status and resource needs

Diversity

• Seek feedback through customer surveys

Dynamic

• Resolve issues quickly by ensuring sufficiently qualified resources are available at all times
• Ensure proactivity in system maintenance (including certificates, security and latest updates)

Integrity

• Communicate changes and issues promptly
• Maintain adherence to Cyber Essentials plus security standards and promote user awareness
• Maintain professionalism and politeness when engaging with all teams at all levels

Independence

• Create and maintain the team knowledge base
• Maintain awareness of technological innovation which may be of use to LCCC

Benefits

• Annual performance based bonus, up to 10%
• 25 days annual leave, plus eight bank holidays
• Up to 8% pension contribution
• Financial support and time off for study relevant to your role, plus a professional membership subscription
• Employee referral scheme (up to £1500), and colleague recognition scheme
• Family friendly policies, including enhanced maternity leave and shared parental leave
• Free, confidential employee assistance, including financial management, family care, mental health, and on-call GP service
• Three paid volunteering days a year
• Season ticket loan and cycle to work schemes
• Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
• Employee resource groups