Service Desk Technician



The key purpose of the job is to provide solutions to customers’ more common IT problems by taking ownership of service requests with clear customer communication and delivering exceptional levels of service through managing customer expectations.

Key Roles:

Deliver exceptional customer service, first time, every time using plain English
Handle incoming service requests through calls, email and customer portal and taking responsibility for logging all requests
Troubleshoot IT issues and problem solve effectively from owning the request, diagnosis, escalations and following up; aiming for high, first time fix resolution and personal stretch and challenge
Escalating incidents and requests where support is required and owning your professional development of increasing your knowledge, skills and experience
Prioritising and managing workload to ensure contractual SLA’s are met
Support delivery of maintenance tasks relating to clients’ IT needs
Identify priority incidents and escalate appropriately
Contributing to knowledge-based articles and wider knowledge share through internal channels.

KPI’s to Monitor and Influence:


First Time Fix

Call Quality

Delivery against SLA’s

Essential Skills and Qualifications:

Passion for IT
Highly motivated to deliver exceptional quality service; Excellent customer service skills
Highly motivated/passionate to learn and develop
Strong organisational skills; including punctuality and dependability
Experience working in a support desk environment – minimum 6 months
Level 3 IT qualification or equivalent experience
Problem Solving; naturally
Technology –Windows Server 2003-2016 R2, Windows 10, Office, DNS/DHCP, Networking basics Inc. LAN/WAN, Active Directory
Printer installation/configuration
Effective team working – wider priorities
Able to work in a sometimes fast paced environment
Able to do the right thing, at the right time

Colleague Benefits

The key to our success is the service that is delivered to our clients, that service is delivered by you and therefore we are in the people business.

We take care of our people by offering: –
 21 days paid leave + Bank Holidays (rising with length of service)
Contributory Pension Scheme
Company sick pay (after qualifying period)
Free independent financial wellbeing advice when you join us
Tailored personal development plans and career journey planning
Fully/Partially Funded training*
Free parking
Environment that focuses on your wellbeing
Free vitamins to keep you fit and healthy
Free refreshments
Free fruit
 *Subject to agreement with your Line Manager/Business Needs