IT Service Desk Technician - Frontline Tech Support Pro

Magnet; Leeds; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Volunteer day

Discounts on kitchen ranges up to 80%

Access to Retail Trust

Holiday purchase scheme

Wellbeing support (virtual GP & EAP)

Cycle to work

Collaborative culture

Job summary

Magnet is seeking an IT Service Desk Technician in Leeds to be the first point of contact for IT support across the business. You will join a team of six, handling incidents and service requests via multiple channels, with on-call rotation and a salary of £27,500–£30,000.

You’ll resolve many issues at first contact, escalate complex cases, and contribute to documentation and knowledge base. A customer-focused, solution-driven mindset is essential.

Qualifications

• Experience in a Help Desk or Service Desk environment.
• Strong communication and customer service skills.
• Solid IT and PC troubleshooting knowledge.
• Experience with Windows and Microsoft 365.
• Understanding of Active Directory and basic networking.

Responsibilities

• Respond to IT support requests via phone, email, chat and self-service tickets.
• Log, categorize and manage incidents and service requests in ITSM system.
• Resolve issues at first point of contact where possible.
• Escalate complex issues to specialist teams when required.
• Support user account administration (password resets, access requests, onboarding).
• Assist with IT asset management and procurement of IT equipment.
• Monitor systems and identify potential service issues.
• Contribute to knowledge base with known issues and user guides.
• Provide excellent customer service and keep users informed throughout resolution.

Skills

Customer service

Communication

IT troubleshooting

Windows

Microsoft 365

Active Directory

Networking basics

Problem solving

On-call support

Tools

Microsoft Windows

Microsoft 365

Active Directory

Networking

Job description

Magnet is seeking an IT Service Desk Technician in Leeds to be the first point of contact for IT support across the business. You will join a team of six, handling incidents and service requests via multiple channels, with on-call rotation and a salary of £27,500–£30,000.

You’ll resolve many issues at first contact, escalate complex cases, and contribute to documentation and knowledge base. A customer-focused, solution-driven mindset is essential.