IT Service Desk Technician

Magnet; Leeds; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Volunteer day

Discounts on kitchen ranges up to 80%

Access to Retail Trust

Holiday purchase scheme

Wellbeing support (virtual GP & EAP)

Cycle to work

Collaborative culture

Job summary

Magnet is seeking an IT Service Desk Technician in Leeds to be the first point of contact for IT support across the business. You will join a team of six, handling incidents and service requests via multiple channels, with on-call rotation and a salary of £27,500–£30,000.

You’ll resolve many issues at first contact, escalate complex cases, and contribute to documentation and knowledge base. A customer-focused, solution-driven mindset is essential.

Qualifications

• Experience in a Help Desk or Service Desk environment.
• Strong communication and customer service skills.
• Solid IT and PC troubleshooting knowledge.
• Experience with Windows and Microsoft 365.
• Understanding of Active Directory and basic networking.

Responsibilities

• Respond to IT support requests via phone, email, chat and self-service tickets.
• Log, categorize and manage incidents and service requests in ITSM system.
• Resolve issues at first point of contact where possible.
• Escalate complex issues to specialist teams when required.
• Support user account administration (password resets, access requests, onboarding).
• Assist with IT asset management and procurement of IT equipment.
• Monitor systems and identify potential service issues.
• Contribute to knowledge base with known issues and user guides.
• Provide excellent customer service and keep users informed throughout resolution.

Skills

Customer service

Communication

IT troubleshooting

Windows

Microsoft 365

Active Directory

Networking basics

Problem solving

On-call support

Tools

Microsoft Windows

Microsoft 365

Active Directory

Networking

Job description

Role: IT Service Desk Technician Reports to: IT Service Manager Location: Leeds Hours: Monday to Saturday, plus on call rotation with the team Salary: £27,500 - £30,000

We're looking for a team of enthusiastic and customer-focused IT Service Desk Technicians to join our IT team in Leeds. If you enjoy solving problems, helping people, and developing your technical skills in a fast-paced environment, this could be the perfect opportunity for you. As the first point of contact for IT support across the business, you'll play a vital role in ensuring colleagues receive a professional, responsive, and effective service. Working as part of a team of six technicians, you'll support a wide range of users while gaining exposure to a variety of technologies and business systems.

What's in it for you?

• Paid volunteer day
• Fantastic company discounts: Up to 80% off our stylish kitchen ranges and products
• Access to Retail Trust
• Flexible holidays: Buy up to five extra days with our holiday purchase scheme
• Wellbeing support: Access to our virtual GP service and employee assistance platform 24/7
• Lifestyle perks: Cycle to work scheme and savings on hundreds of top brands via our benefits app
• A collaborative culture built on care, inclusion, and continuous improvement

What you'll be doing:

• Respond to IT support requests received via telephone, email, chat and self-service tickets.
• Log, categorise and manage incidents and service requests through our IT Service Management system.
• Resolve as many issues as possible at first point of contact.
• Escalate more complex issues to specialist support teams when required.
• Support user account administration, including password resets, access requests and onboarding activities.
• Assist with IT asset management and the procurement of IT equipment.
• Monitor systems and proactively identify potential service issues.
• Contribute to our knowledge base by documenting known issues and creating helpful user guides.
• Deliver excellent customer service while keeping users informed throughout the resolution process.

Who we're looking for:

• Previous experience working within a Help Desk, Service Desk or customer service environment.
• Excellent customer service and communication skills.
• Good general IT and PC troubleshooting knowledge.
• Experience of Microsoft Windows and Microsoft 365.
• Understanding of Active Directory and basic networking concepts.
• Strong problem-solving skills and a methodical approach to troubleshooting.
• A willingness to learn and develop as new technologies and systems are introduced.

Why choose Magnet?

At Magnet, we bring over 100 years of heritage, but our focus is firmly on the future. As the UK’s leading kitchen specialist, our success is driven by the expertise, insight and innovation of our people. We're in the middle of an exciting transformation, with a real opportunity to shape how we work, grow and deliver for our customers. We're always open to fresh thinking and new perspectives, so even if your experience doesn't perfectly match, we'd still love to hear from you.

We're committed to building a diverse and inclusive workplace.

If you require any reasonable adjustments during the recruitment process, please let us know.

#Magnet #LiDNI