_{25th March, 2026}

The IT Support Technician is responsible for delivering an excellent end-to-end support in accordance with the IT Team (Desktop services) service level agreements.

By supporting business users and associated departments, this role ensures all incidents are analysed, resolved, and reported back in a timely manner.

The role offers a diverse day to day working experience with opportunity to support and work with Infrastructure services for onward development.

Main duties

• Ensure all Desktop service desk incidents are appropriately prioritised based on impact, including triage and review of current call queues.
• Troubleshoot and resolve IT issues via phone, web, and in-person channels - Handling support requests by telephone, email or via service desk system.
• Review support request and manage/own through to resolution in a timely and professional manner, working with team members to share knowledge.
• Being integral in the diagnosis of reported faults and taking steps to resolve Hardware and Software issues.
• Ensure the reliable operation of client IT Hardware including PCs, Laptops and phones.
• Partner with IT and business personnel to discuss the impact of incidents on products and services.
• Provide business support around MS365 applications.
• Contribute to IT Desktop projects and investigations to enhance the IT services provided.
• Participate in supporting tasks and activities driven and led by the Infrastructure Team.
• Develop business support standards, processes and procedures, and guidelines for incident management in accordance with IT Strategy.
• Proactively engage with team members sharing and gaining knowledge on existing product and service technologies to aid the Teams performance and deliverables.
• Completing requested maintenance actions according to appropriate procedures.
• Produce, revise, and enhance IT procedures and documentation to support Desktop duties.
• Undertake evaluations of products, services or software that may enhance the desktop environment whilst balancing budget, security and product longevity.

What you need to succeed

Qualifications

• Minimum Level 3 Information Communication Technician certificate
• GCSE Maths and English

Experience and Skills

• Entry level work experience in IT service delivery
• Awareness of help desk ticketing software
• Passionate about prompt incident troubleshooting
• Strong customer service ethic
• Excellent verbal Communication skills
• Excellent analytical and problem-solving skills

Personal Attributes (Essential)

• Highly motivated individual with initiative to achieve excellent support service.
• Flexible and hardworking.
• High interest in technology and always keen to learn how things “work”
• Innovative and passionate about delivering and maintaining an exceptional IT user experience.
• Enthusiastic, approachable with a sense of humour and willing to “pitch in” for the benefit of the team.

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