IT Service Desk Technician - 1st Line

Walker Morris LLP; Leeds; Hybrid; GBP 26,000; Full time

Job summary

A leading company in Leeds is seeking an experienced 1st line IT Service Desk Technician to join their team. The role involves deploying laptops, resolving user queries, and improving team efficiency. An opportunity for hybrid working after a large rollout, this position offers a nurturing environment for career development. Applicants should possess strong diagnostic skills, effective communication, and IT support experience.

Benefits

Annual bonus scheme up to 10% of salary

25 days annual leave plus Bank Holidays

Auto enrollment into workplace pension

Death in service benefit of 4x annual salary

Qualifications

• Couple of years' experience in 1st line support.
• Experience in building & deploying laptops.
• Ability to communicate clearly with stakeholders.

Responsibilities

• Build and deploy laptops with Windows 11.
• Investigate and resolve service requests.
• Conduct trend analysis to reduce common requests.

Skills

Diagnostic skills

Communication

Organisational skills

Education

Relevant IT qualifications

Job description

Overview

Are you an experienced 1st IT Service Desk Technician looking for an opportunity to progress within a busy IT Team? Have you worked on large scale laptop deployments?

We are looking for an experienced 1st line IT Service Desk Technician who is solutions orientated and passionate about helping others.

You will work alongside an experienced team deploying new laptops, answering user queries and efficiently responding to service requests, both over the phone and via our ticketing system. You will proactively resolve queries and identify trends to help improve team efficiency.

It is a friendly team who are always looking for ways to improve. You will be supported by your manager to develop your career and provide continuous learning opportunities.

To succeed in this role you will be approachable, be able to communicate effectively and build working relationships across the business.

This role is initially a work from office position to support a large rollout of new laptops to the business. Once complete it will be hybrid working Monday to Friday, our office is based in Leeds City Centre.

As the IT Service Desk Technician, you will:

• Build and deploy laptops with Windows 11 for all Walker Morris colleagues.
• Migrate essential data from existing laptops to a new device.
• 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 couple of years' experience within 1st line support role
• Experience of 2nd line support is beneficial but not required
• Experience of building & deploying laptops
• Relevant IT qualifications/education are preferred but not essential
• Excellent diagnostic 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. £26,000
• 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 role is initially a work from office position to support a large rollout of new laptops to the business. Once complete it will be hybrid working Monday to Friday, our office is based in Leeds City Centre.

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. Our aim is to ensure our workforce represents our diverse society. We recognise that everyone brings their own unique capabilities and experiences to their work. We welcome applications regardless of sexual orientation, gender identity and expression, age, neuro diversity or disability status, family or parental status, race, religion or ethnicity.

We take great pride in being a Disability Confident Employer. If you need any reasonable adjustments throughout the recruitment process, please don't hesitate to ask.

Click here to find out more about our diversity and inclusion work.

Type of Working

Hybrid