IT Service Desk Technician – 1st Line

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

Benefits offered by this job

Salary £26,300

Annual bonus

Pension

Life insurance

Death in service

Hybrid work

Job summary

Walker Morris LLP in Leeds is seeking a motivated 1st Line IT Service Desk Technician to join a collaborative team. You’ll handle user queries, log incidents, and resolve service requests both over the phone and via our ticketing system while learning new IT skills.

You’ll be supported with full training, a clear progression path, and a benefits package including hybrid working, a competitive salary and 25 days holiday plus bank holidays.

Qualifications

• 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.

Responsibilities

• 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

Skills

1st line support

Communication skills

IT technical skills

Stakeholder communication

Time management

Microsoft Windows

Job description

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, please don’t hesitate to ask. We are a Disability Confident employer.