Service Desk Support Technician

SANS Institute; Swansea; On-site; GBP 24,000 - 32,000; Full time

Job summary

A leading company in technology services is seeking a dedicated Service Desk Support Technician based in Swansea, UK. The ideal candidate will provide first-line technical assistance to staff, ensuring efficiency in daily IT operations while focusing on customer satisfaction. The role entails supporting hardware, software, and connectivity issues and preparing devices for employees. This is an excellent opportunity for someone eager to grow in the fast-paced IT support environment.

Qualifications

• Proven experience in a 24x7 high-availability production environment.
• Experience with desktop virtualisation.
• Exposure to ITSM systems such as ServiceNow.

Responsibilities

• Provide first-level technical support via remote desktop, video calls, and chat.
• Assist with preparing, configuring, and deploying laptops.
• Log and track all incidents in the IT ticketing system accurately.

Skills

Communication Skills

Problem-Solving

Technical Support

Windows and Mac OS

Networking Knowledge

Customer Focus

Time Management

Education

Any IT-related certification such as CompTIA A+

Tools

ServiceNow

Active Directory

Office 365

Job description

Service Desk Support Technician

Application Deadline: 27 July 2025

Department: IT - Technology Services

Employment Type: Full Time

Location: Swansea, UK

Reporting To: IT Manager, Technology Services in Information Technology

Description

The Service Desk Support Technician is responsible for providing first-line technical assistance to staff, focusing on resolving common IT issues, preparing hardware for employees, and supporting day-to-day operations in a fast-paced environment. The technician will play a key role in ensuring our global employees remain productive by offering timely, friendly, and effective support.

Key Responsibilities

Technical Responsibilities:

• Provide first-level technical support to employees via remote desktop tools, video calls, and chat.
• Respond to support requests and resolve basic hardware, software, and connectivity issues.
• Log and track all incidents and requests in the IT ticketing system accurately and clearly.
• Escalate more complex issues to senior team members or other departments when needed.

Device Setup and Maintenance:

• Assist with preparing, configuring, and deploying laptops for new hires and existing staff.
• Support routine maintenance of laptops and accessories to ensure devices are ready for use.
• Help manage hardware repairs or replacements as directed.

Process & Documentation:

• Follow standard operating procedures for issue resolution and escalation.
• Contribute to keeping internal documentation up to date based on common support scenarios.
• Suggest improvements to help streamline repetitive support tasks.

General Tasks:

• Maintain a helpful, patient, and customer-focused attitude at all times.
• Perform additional duties as assigned by the Enterprise Applications Manager. .

Skills, Knowledge and Expertise

Essential Skills/Experience

• Excellent written, verbal and listening communication skills.
• Keen interest in technology and problem-solving.
• Experience with Windows and Mac operating systems.
• Proven experience in 24x7 high-availability production environment.
• Familiarity with desktop virtualisation.
• Experience with enterprise application administration, including Office 365, asset management tools, Active Directory, VPN, and various cloud- based platforms.
• Exposure using ServiceNow or other ITSM systems.
• Familiarity with networking and TCP/IP protocols.
• Passionate about providing accurate, timely, and customer focused support in a secure fashion.
• Ability to effectively communicate and collaborate with a U.S. based team as well as the languages in your region.
• Able to adapt to working in different time zones when required.
• Innovative thinking to address challenges remotely or in international contexts when necessary.
• Ability to work well with people from different backgrounds and cultures.
• Willingness to learn and grow within a support-focused IT environment.
• Ability to manage time and prioritise tasks.
• Able to work in high pressure situations and deadline driven.

Desirable Skills/Experience

• Previous experience in a customer service or tech support environment.
• Any IT-related certification such as CompTIA A+ is a plus.
• Knowledge of the Cyber Security sector.