IT Support Desk Agent

St Anne's Community Services; Leeds; On-site; GBP 28,000; Full time

Job summary

A community support organization is seeking an IT Support Desk Agent to provide high-quality technical assistance. You will be the primary contact for IT-related inquiries, ensuring incidents are assessed, categorized, and resolved efficiently. The ideal candidate will have at least one year of experience in IT support or customer service, strong technical troubleshooting skills, and a commitment to equality and inclusion. This full-time role offers a competitive salary and numerous benefits, including flexible working opportunities.

Benefits

Rising annual leave up to 33 days

24-hour Employee Assistance Programme

Continuous training and career development

Cycle to Work scheme

Free life assurance cover

Qualifications

• Minimum 1 year of experience in IT support or customer service roles.
• Basic technical knowledge of IT systems, hardware, and software troubleshooting.

Responsibilities

• Serve as the initial point of entry for IT support requests through various communication channels.
• Assess and prioritise incoming IT incidents to maintain operational efficiency.
• Take responsibility for the lifecycle of support tickets, ensuring issues are documented and resolved.

Skills

Technical troubleshooting skills

Customer service

Empathy

Education

Relevant IT certifications (e.g., ITIL 4 Foundation)

Job description

Job Overview

Make a difference every day by providing high-quality, compassionate technical support.

IT Support Desk Agent

£27,074 per annum – Full time, 37.5 hours per week.

At St Anne’s, values guide everything we do. We are looking for an IT Support Desk Agent who is Person Centred, Respectful, Open, Understanding and Dedicated to join our team.

Person Centred

Serve as the primary point of contact, providing professional and prompt assistance tailored to our colleagues and clients.

Respectful & Open

Maintain clear, consistent communication while managing the full lifecycle of IT incidents and service requests.

Understanding

Assess and triage technical issues with empathy, ensuring they are prioritised to maintain organisational efficiency.

Dedicated

Take ownership of hardware provisioning, user onboarding, and asset tracking to ensure our team is equipped to succeed from day one.

Essential Requirements

• Minimum 1 year of experience in IT support or customer service.
• Strong technical troubleshooting skills and familiarity with ticketing systems.
• A commitment to supporting equality, diversity, and inclusivity in all interactions.

Main Duties

The IT Support Desk Agent serves as the primary point of contact for IT-related inquiries and issues at St Anne’s. The role provides professional initial assistance to end-users, ensuring incidents are assessed, categorised, and resolved or escalated appropriately to maintain organisational efficiency. This position is essential for ensuring a high standard of customer service and technical support for all colleagues and clients across the organisation.

Benefits

• New pay framework launched in 2025, potential increases after 6 months, 2.5 & 5 years.
• Rising annual leave up to 33 days (including statutory holidays).
• 24‑hour Employee Assistance Programme.
• Continuous opportunities for training and career development.
• Cycle to Work scheme.
• Refer A Friend recruitment initiative.
• Flexible working opportunities (upon successful completion of probation period).
• Group Personal Pension Scheme.
• Discounted income protection scheme.
• Free car parking at most services.
• Free life assurance cover.

Detailed Job Description and Main Responsibilities

First-Line Operations & Triage

Serve as the initial point of entry for IT support requests, providing prompt and professional assistance via phone, chat, or remote tools.

Incident Triage

Assess the nature and severity of all incoming IT incidents and service requests, ensuring they are prioritised appropriately.

Ticket Management

Take responsibility for the full lifecycle of support tickets, ensuring accurate documentation and tracking of issues through to resolution.

Technical Guidance

Provide step‑by‑step troubleshooting for common IT problems, including password resets, software issues, and basic hardware faults.

Escalation Management

Coordinate the routing of complex issues to higher support tiers, ensuring clear and consistent communication with the user throughout the process.

Technical Support & Asset Management

Facilitate the IT onboarding process for new employees, ensuring they have the necessary hardware, access, and resources from day one.

Hardware & Software Provisioning

Manage the lifecycle of IT assets, including equipment provisioning, deployment, and accurate asset tracking.

Knowledge Management

Contribute to the IT knowledge base by creating documentation for common issues and solutions to support user self‑service.

Security Adherence

Ensure users comply with IT security and acceptable use policies, supporting the maintenance of secure systems.

Continuous Improvement

Gather feedback from end‑users to identify areas for service improvement and prepare regular reports on support trends.

Person Specification

Essential Criteria

• Minimum of 1 year of experience in IT support or customer service roles.
• Basic technical knowledge of IT systems, hardware, and software troubleshooting.

Desirable Criteria

• Relevant IT certifications (e.g., ITIL 4 Foundation).

Equality, Diversity and Inclusion

St. Anne’s is working to actively promote equality, diversity and inclusion. We want people from under‑represented groups such as disabled, black and ethnic minority, lesbian, gay, bi, trans and non‑binary (LGBTQ+) communities to apply for all our roles. St. Anne’s is a Disability Confident employer and actively working to recruit and retain people with disabilities and long‑term health conditions. If you are an applicant who has a disability, you will be offered an interview if you meet the essential criteria for the job. Please contact recruitment on 0113 243 5151 opt 5 if you require any reasonable adjustments.

Employer Certification / Accreditation Badges

Applicant requirements – The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to Download

• JD - IT Support Desk Agent (PDF, 296.6KB)

Apply Online Now

Further details / informal visits contact: Stephen Savage, Head of IT, [e-mail].