Onsite IT Support Technician - End-User Champion (Glasgow)

Lucid Support Services Ltd; Glasgow; On-site; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

23 days annual leave

Life assurance

Training & development opportunities

Supportive team environment

Enterprise IT exposure

Job summary

Lucid Support Services Ltd is seeking a Deskside Support Technician based in Glasgow. You will deliver hands-on IT helpdesk support for desktops, laptops, software, and peripherals, while acting as the escalation point for complex incidents.

Join a team that partners with Service Desk, Infrastructure, and third-line support to maintain service levels. You will resolve issues end-to-end, ensure good user experiences, and contribute to continuous improvement and knowledge sharing within the IT

Qualifications

• Previous experience in a Deskside Support, IT Support, Service Desk, or Desktop Support role.
• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Excellent troubleshooting and diagnostic skills.
• Strong verbal and written communication skills.
• Ability to manage and prioritise multiple workloads effectively.
• Customer-focused approach with a commitment to service excellence.

Responsibilities

• Provide onsite and deskside IT support for end users.
• Take ownership of incidents and service requests from diagnosis through to resolution.
• Investigate and resolve desktop, hardware, software, and application issues.
• Escalate complex technical issues where appropriate while maintaining ownership of the ticket.
• Build strong relationships with users and stakeholders through excellent customer service.
• Ensure accurate ticket updates and maintain high-quality documentation.
• Support device deployment, configuration, and replacement activities.
• Contribute to continuous improvement initiatives and knowledge sharing within the team.
• Follow established IT service management processes and best practices.
• Maintain service excellence while meeting agreed response and resolution targets.

Skills

Deskside support

IT support

Service desk

Desktop support

Windows OS

Microsoft 365

Troubleshooting

Communication

Prioritisation

Customer service

Education

ITIL Foundation

CompTIA A+

Microsoft Windows & 365 certs

Tools

Microsoft Windows

Microsoft 365

Job description

Lucid Support Services Ltd is seeking a Deskside Support Technician based in Glasgow. You will deliver hands-on IT helpdesk support for desktops, laptops, software, and peripherals, while acting as the escalation point for complex incidents.

Join a team that partners with Service Desk, Infrastructure, and third-line support to maintain service levels. You will resolve issues end-to-end, ensure good user experiences, and contribute to continuous improvement and knowledge sharing within the IT