IT Service Desk Technician

Squarcle Consulting Ltd; West of England; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

26 days annual leave

Job summary

Squarcle Consulting Ltd is seeking an enthusiastic IT Service Desk Technician to deliver 1st and 2nd line support for internal staff and external clients using our digital solutions. You will triage incidents, provide prompt resolutions, and maintain service quality across desks and on client sites.

The role requires configuring Windows laptops, cloud account management, and strong customer service skills. Travel to client locations and obtaining UK Security Check (SC) clearance are essential

Qualifications

• 1st or 2nd line IT support experience in a helpdesk or customer-facing role.
• Excellent verbal and written communication with a patient, helpful approach.
• Hands-on user administration in cloud productivity environments (e.g., email, identity, collaboration suites).
• Experience configuring and supporting Windows laptops and mobile devices.
• Familiarity with ticketing systems, remote access tools, and device management consoles.
• Willingness to travel to client sites a couple of times per week.
• Must meet UK Security Check (SC) clearance requirements.

Responsibilities

• Serve as the primary contact across ticketing systems for internal and external users.
• Triage, log, prioritise, and resolve tickets with clear communication.
• Perform 1st/2nd line troubleshooting for software, cloud services and hardware.
• Follow runbooks and coordinate with product teams for defects or deeper issues.
• Escalate complex incidents with initial diagnostic notes to senior staff.
• Assist with on-site client visits and provide in-person support.

Skills

Service Desk Experience

Customer Service Mindset

Cloud & User Administration

Endpoint Support

Modern Support Tools

Travel Flexibility

Security Clearance (SC)

Education

ITIL Foundation

CompTIA A+

Job description

ABOUT SQUARCLE / THE TEAM

Squarcle is a growing strategy, operations, and digital consultancy dedicated to driving performance and delivering real change for our clients. We pride ourselves on a people-first culture where delivery is just as critical as design.

Our Technology and Support function underpins everything we do. The team provides seamless, responsive support across two core environments: ensuring our internal consulting and operational teams have dependable, secure tools, and acting as the dedicated front-line service desk for clients utilising our proprietary digital products and services.

JOB OVERVIEW / INTRODUCTION

We are looking for an enthusiastic, customer-focused IT Service Desk Technician to join our team. In this role, you will provide essential 1st and 2nd line support across a balanced, "dual-focus" service desk environment - supporting both our internal colleagues and external client users of our custom digital solutions.

You will be the first point of contact for technical inquiries, incident triage, and service requests. Whether assisting internal staff, device setups and cloud access or supporting external users navigating our digital application via standard operating procedures, your focus will be on delivering prompt, friendly, and effective resolutions.

You may need to attend client sites to provide in-person support, assist with on-site queries, and foster strong, positive relationships with external users.

PRIMARY ROLES AND RESPONSIBILITIES

Front-Line Service Desk & Incident Support (Internal & External)

• Act as the primary point of contact across our ticketing systems, handling incoming service requests and incident reports from both internal team members and external product users.

• Triage, categorize, prioritise, and log tickets accurately, maintaining clear and timely communication with users through to resolution.

• Perform first- and second-line troubleshooting for software, cloud services, and hardware issues, adhering to established service levels.

• Follow standard operating procedures and technical runbooks to resolve user queries regarding our digital application, liaising directly with product development teams when code defects or deeper technical issues arise.

• Escalate complex infrastructure, network, or security incidents to senior technical staff with comprehensive initial diagnostic notes.

Hardware Provisioning & Endpoint Administration

• Build, image, configure, and issue standard enterprise laptops and peripherals for new starters and existing staff.

• Assist with routine device maintenance, operating system patching, and software deployments using remote monitoring and mobile device management tools.

• Coordinate hardware repairs, warranty returns, asset tracking, and device recovery during staff offboarding.

• Assist in troubleshooting local office and meeting room equipment, including displays, docks, and video conferencing systems.

Cloud Identity & User Administration

• Process routine user lifecycle requests (user onboarding/offboarding, account creation, group memberships, and license allocation) within modern cloud directory and productivity suites.

• Assist users with access permissions, file sharing, and folder structure queries across collaboration platforms.

• Support common productivity tools, email clients, and communication software across desktop and mobile devices.

On-Site Client Presence & Collaboration

• Travel to client locations as needed to provide in-person support, triage queries, and assist client staff with our digital solution.

• Maintain a professional, approachable presence as a representative of Squarcle during all client visits.

• Assist in keeping service desk documentation, knowledge base articles, and end-user guidance up to date.

KNOWLEDGE, SKILLS & EXPERIENCE

ESSENTIAL

• Service Desk Experience: Prior experience in a 1st or 2nd line IT support, helpdesk, or customer-facing technical support role.

• Customer Service Mindset: Excellent verbal and written communication skills, with a patient, helpful approach when dealing with both internal colleagues and external clients.

• Cloud & User Administration: Hands-on experience performing routine user administration (creating users, resetting credentials, assigning groups) in modern cloud productivity environments (e.g., enterprise email, identity, and collaboration suites).

• Endpoint Support: Practical experience configuring, troubleshooting, and deploying Windows laptops and mobile devices.

• Familiarity with Modern Support Tools: Exposure to centralized ticketing/service desk systems, remote access tools, and device management consoles.

• Flexibility & Travel: Willingness and ability to travel to client sites a couple of times a week as required.

• Security Clearance: Successful candidates must meet the requirements to achieve and maintain UK Security Check (SC) clearance.

DESIRABLE

• Experience providing front-line application support using step-by-step guides and predefined workflows.

• Fundamental understanding of local office networking (Wi-Fi, basic IP addressing, patching, and printer connectivity).

• Relevant entry-level certifications or training (e.g., ITIL Foundation, CompTIA A+, or introductory cloud/desktop certifications).

What we offer

We believe great work deserves great rewards. Here’s what you can expect as part of the team:

• Generous leave package
  • 26 days of annual leave (including your birthday!) plus UK bank holidays - increasing to 27 days after three years, and 28 after seven years
  • You’ll also get five extra days for your 5 and 10-year anniversaries
  • Additional leave for members of the Reserve Forces and CFAV.

• Private medical insurance
  • Provided once you’ve completed your probation.

• Recognition and rewards
  • £1,000 referral bonus for successful hires
  • Performance-related awards
  • Milestone and life-event hampers to celebrate life’s big moments

• Development & learning
  • Annual training week abroad
  • Funding for qualifications that benefit both you and the business

• Travel & wellbeing
  • Cycle to work scheme
  • Discounted travel through funded railcards

• Pension
  • Our pension provider is NOW Pensions; pension contributions are 3% employer and 5% employee

We review our benefits regularly to ensure they stay competitive and meaningful - so this list may evolve as we grow. Our working hours are 8:30 am – 5:30 pm (with an hour for lunch), Monday – Friday.

IMPORTANT INFORMATION: This role requires you to have lived in the UK for the last 5 years and obtain Security Check (SC) security clearance. Clearance must be obtained without any caveats that prevent you from carrying out the role you’ve been recruited for. If it isn’t obtained, or is obtained but with caveats that prevent you from carrying out the role, any conditional offer made to you will be withdrawn. Obtaining SC security clearance can be a lengthy process, and we reserve the right to withdraw any conditional offer made if the necessary security clearance isn’t obtained within 6 months. If you hold dual citizenship or nationality from another country, please make us aware of this during the application phase. We’re unable to offer visa sponsorship. Privacy Policy - Squarcle Consulting Ltd. We’re committed to creating a diverse environment. We embrace differences and hire based on merit, giving equal consideration to all applications, regardless of gender, background, and race.