IT Service Desk Technician - 1st Line

Walker Morris LLP; Leeds; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Annual bonus up to 10%

Hybrid working

Pension contribution of at least 6%

Death in service cover 4x salary

31 days holiday incl. bank holidays

Job summary

Walker Morris LLP is seeking a 1st Line IT Service Desk Technician to join a busy IT team in Leeds. The role focuses on resolving user queries via phone and ticketing system, with training provided and career development supported.

You will handle incidents, log updates in the service desk tool, and work to reduce repetitive issues through trend analysis, while maintaining strong customer service and clear stakeholder communication.

Qualifications

• Minimum 1 year experience in a 1st line support role.
• Strong communication and customer service skills.
• Able to log and monitor incidents with ticketing systems.

Responsibilities

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

Skills

1st line support

communication skills

IT technical skills

telephone manner

workload prioritisation

Tools

Service Management software

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

  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