IT Support Technician

Iconic Resourcing Ltd; Penicuik; On-site; GBP 21,000 - 27,000; Full time

Job summary

Iconic Resourcing Ltd. is seeking an IT Support Technician to join a busy team on a 6-month temporary contract. You will act as the first point of contact for IT queries, providing clear guidance and logging incidents to ensure timely resolutions.

The role suits someone with prior IT support or service desk experience who enjoys helping users and troubleshooting issues. Initially office-based with potential for hybrid working later.

Qualifications

• Experience in an IT Help Desk or Service Desk role.
• Ability to troubleshoot common IT issues and explain solutions clearly.
• Experience using an IT ticketing system to log and track requests.
• Excellent communication and customer-focused approach.

Responsibilities

• Act as first point of contact for IT support queries.
• Log, monitor and manage incidents via ticketing system.
• Provide first-line technical support for hardware, software issues.
• Explain solutions clearly to users.
• Escalate complex issues as needed.
• Keep users updated on progress.
• Maintain records of incidents and resolutions.
• Collaborate with colleagues to deliver IT support services.

Skills

IT support experience

Service desk experience

Strong communication skills

Problem solving

Customer service mindset

Tools

IT ticketing system

Job description

IT Support Technician
Temporary Contract – 6 Months

We are currently recruiting for an IT Support Technician to join a busy and supportive team on an initial 6-month temporary assignment.

This is a great opportunity for someone with previous IT support or service desk experience who enjoys helping people, troubleshooting technical issues and providing clear, practical guidance to users.

You will act as a first point of contact for IT-related queries, supporting users with a range of technical issues and ensuring requests are logged, managed and resolved efficiently.

Key Responsibilities

• Act as a first point of contact for incoming IT support queries and requests.




• Log, monitor and manage incidents through an IT ticketing system.




• Provide first-line technical support, troubleshooting hardware, software and general IT issues.




• Assist users with resolving technical problems, explaining solutions in a clear and straightforward manner.




• Escalate more complex technical issues to the appropriate teams where required.




• Keep users updated on the progress of their requests and ensure a positive customer experience.




• Maintain accurate records of incidents, resolutions and outstanding actions.




• Work collaboratively with colleagues to ensure the smooth delivery of IT support services.

About You

We are keen to hear from candidates who have:

• Previous experience working within an IT Help Desk, Service Desk or IT Support environment.




• Experience using an IT ticketing system to log, track and manage support requests.




• A good understanding of common IT issues and the ability to troubleshoot effectively.




• Strong communication skills, with the ability to explain technical information in simple, easy-to-understand terms.




• A customer-focused approach and a genuine willingness to help others.




• The ability to manage workloads, prioritise requests and work effectively within a team.




• A proactive attitude and the confidence to work independently when required.

Assignment Details

• Contract: Initial 6-month temporary assignment.




• Working pattern: Full-time, Monday to Friday.




• Location: Office-based initially with scope for hybrid later on




• Start date: As soon as possible.