Service Desk Technician

James Grace; England; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A technology services provider in the United Kingdom is seeking an IT Support Technician to provide 1st and 2nd line support in a hybrid working environment. You will assist both onsite and remote users, ensuring issues are resolved efficiently while maintaining a professional demeanor. The ideal candidate will have over 2 years of experience in a similar role, strong customer service skills, and a good understanding of IT infrastructure. This role features opportunities for learning and growth within a supportive team.

Qualifications

• Minimum 2 years of experience in a 1st & 2nd Line Service Desk role.
• Excellent customer service skills with a confident telephone manner.
• Understanding of IT infrastructure including networking and telephony.

Responsibilities

• Provide 1st/2nd line support and escalate to 3rd line as needed.
• Prioritize and log incoming requests via ticketing systems.
• Troubleshoot problems effectively to resolve end user issues.
• Assist users professionally and empathetically.
• Support IT services for multiple remote worker locations.

Skills

Windows 10/11

Microsoft 365

Customer service skills

Networking knowledge

Azure AD/Active Directory

Job description

IT Support Technician

Hours: 9am 5.30pm, hybrid working available min 3 days in the office

Our client is looking for a Service Desk Technician to join their team in Barnsley

You’ll provide 1st/2nd line support as part of an IT Service Desk, in addition to maintaining systems, software and infrastructure functions to ensure a professional and efficient service is delivered. You’ll also provide support to both onsite staff and offsite users via remote access tools and 1st line support to client facing portals.

If you’re looking for a role with lots of learning opportunities then this could be the ideal next move for you!

What you'll be doing:

• Performing 1st/2nd line support and escalating to 3rd line support where necessary, and working effectively as part of a Service Desk team
• Prioritising incoming requests via the ticketing system, categorising and logging issues accordingly. Ensuring Service Level Agreements (SLA s) are met, and tickets are completed within target
• Actively troubleshooting problems/issues to provide end user resolution
• Demonstrating excellent customer service skills when assisting users in a professional and approachable manner and being able to empathise with user issues
• Supporting IT services within the business and across multiple remote worker locations
• Providing support to the wider IT & Change team for ongoing IT initiatives and projects

Qualifications

Who we're looking for:

• Some general technology knowledge in areas such as Windows 10/11, Microsoft 365, One Drive, SharePoint, Teams, Intune, Azure AD/Active Directory, Exchange
• An understanding of all major elements of the IT infrastructure including networking, infrastructure, telephony, operating systems, application servers, firewalls, and mobile devices
• 1st & 2nd Line Service Desk experience would be useful - minimum 2 years
• Excellent customer service skills, the ability to build rapport and sympathise with end users with a confident telephone manner.
• You’ll also be adept in managing multiple concurrent streams of work, managing all within time and resource constraints