IT Service Desk Technician - 1st Line

Walker Morris; Leeds; Hybrid; GBP 26,000 - 33,000; Full time

Benefits offered by this job

Salary circa £26,300

Annual bonus up to 10%

25 days annual leave + bank holidays

Pension contributions

Death in service 4x

Hybrid working

Job summary

Walker Morris is seeking a motivated 1st Line IT Service Desk Technician to join a busy IT team. You will handle incidents and service requests by phone and via our ticketing system, with support to learn and develop across a wide range of IT services.

The role is hybrid with shifts 8-4:30 or 9-5:30, offering a salary around £26,300 plus an annual bonus up to 10%, and generous leave. You will receive full training and ongoing development, with a supportive team environment and opportunities to

Qualifications

• Minimum of 1 year in a 1st line IT support or service desk role
• Excellent communication skills and telephone manner
• Strong IT technical skills across desktop OS and applications
• Ability to communicate clearly with stakeholders and colleagues
• Organised with ability to prioritise workload
• Familiar with Microsoft Windows desktop operating systems and applications

Responsibilities

• Investigate, monitor and resolve incidents and service requests
• Liaise with internal/external clients and suppliers to resolve incidents
• Log and monitor incidents in the Service Management software with updates
• Conduct trend analysis to proactively reduce common requests
• Collaborate with Line Managers to diagnose and resolve IT issues

Skills

Communication skills

Telephone manner

Problem-solving

Organised

Customer service

Tools

Service management software

Windows OS

Job description

Overview

Are you looking to develop your career in IT support within a busy and supportive IT team?

We are looking for a motivated 1st Line IT Service Desk Technician who is solutions-oriented and passionate about helping others. Whether you have gained experience through an apprenticeship, a placement, or around one year's experience in an IT support environment, we'd love to hear from you.

Working alongside an experienced team, you will answer user queries and respond to service requests both over the phone and through our ticketing system. You'll be supported in resolving technical issues, learning new skills, and developing your knowledge across a wide range of IT systems and services.

This is a great opportunity for someone with some exposure to a Service Desk or IT support role who is eager to learn and progress their career. Full support and training will be provided by your manager and colleagues, with continuous learning and development opportunities available.

To succeed in this role, you will be approachable, have strong communication skills, and be able to build positive working relationships across the business. You will enjoy problem-solving and be committed to delivering excellent customer service.

As the IT Service Desk Technician, you will:

• Investigate, monitor and resolve any incidents/service requests assigned to you
• Liaise with our internal and external clients, IT support personnel and external suppliers to resolve incidents
• Log and monitor incidents and service requests using the Service Management software, ensuring that all contact and updates are recorded
• Conduct trend analysis to proactively reduce common requests
• Liaise with the Line Managers to identify, diagnose and resolve IT incidents and service requests

We are looking for:

• A friendly, helpful person with a minimum of 1 years' experience within a 1st line support role
• Good communication skills and telephone manner
• Excellent IT technical skills
• Ability to communicate clearly with key stakeholders and colleagues
• Organised with the ability to prioritise your workload
• Familiar with versions of Microsoft Desktop Operating Systems and Applications

Some of our benefits include:

• Salary reflective of your experience, circa. £26,300
• Earn up to 10% of your salary with our annual bonus scheme.
• Minimum of 25 days annual leave plus Bank Holidays per year increasing to 31 days with length of service, with the opportunity to buy/sell up to 5 days holiday per year.
• Auto enrolled into the workplace pension scheme, and we'll contribute a minimum of 6% of your salary.
• 4x your annual salary in the event of a death in service.
• This is full time hybrid position with shifts covering 8-4:30 or 9-5:30

Find out more about working at Walker Morris here.

Company Values

Our shared values represent our culture and the things that are important to us. They define who we are as a Firm, as an employer and what we expect of our people. They provide direction and purpose by influencing the decisions that we make and the actions that we take. It’s really important that all candidates and employees demonstrate these values in their day-to-day activities:

• Embrace the fact everyone is different and unique.
• You can be serious without wearing a suit.
• Never lose sight of the bigger picture.
• Two heads are better than one.
• Take the bull by the horns.
• We win & lose together.

Walker Morris is committed to being an inclusive employer. We welcome applications regardless of sexual orientation, gender identity and expression, age, neuro diversity or disability status, family or parental status, race,religionor ethnicity.

Clickhereto find out more about our diversity and inclusion work.

If you need any reasonable adjustments throughout the recruitment process, pleasedon’thesitate to ask. We are aDisability Confident employer.

Type of Working

Hybrid