Service desk technician in Manchester

Our in-house Technology and Data Security team plays a critical role in supporting Amiculum’s global business, maintaining our infrastructure and assisting over 300 colleagues worldwide. We are looking for a proactive and user-focused IT support professional who not only resolves issues but actively improves the user experience across the business.

This role is centred on proactive IT support, with a strong emphasis on anticipating and preventing issues alongside resolving tickets reactively. The position involves identifying recurring problems, addressing root causes and continuously improving processes and documentation. There is a clear expectation to take ownership of ongoing improvements that enhance overall system reliability and user experience. This role requires working in our city centre Manchester office for a minimum of 2 days per week and flexible hours to facilitate global support.

Key responsibilities

• Provide first- and second-line IT support, acting as a key point of contact for resolving a broad range of technical issues across the business.
• Maintain the IT ServiceDesk and resolve requests for team members based in other locations (logging, tracking and closing service desk requests) in line with agreed Service Level Agreements (SLAs), ensuring timely resolution, appropriate prioritisation and regular stakeholder updates.
• Diagnose and resolve hardware, software and system issues, escalating where appropriate.
• Provide day-to-day support and administration of IT hardware and meeting room technology, ensuring a smooth user experience.
• Deliver onboarding for new starters, including system setup and initial IT induction, as well as setting up and administering equipment for new starters and existing colleagues.
• Provide training and ongoing guidance to colleagues on best practice, ensuring confident and effective use of IT systems and clear communication of updates.

What you’ll need

• At least 2 years’ experience in an IT Service Desk role, supporting across multiple levels (first and second line, with exposure to more complex issues).
• Strong technical expertise in troubleshooting Windows and Microsoft 365 environments, alongside Active Directory administration and patch management.
• Experience diagnosing and resolving a broad range of hardware, software and system issues, with a practical and solution-focused approach.
• A proactive mindset, with the confidence to identify trends, anticipate user needs and reduce repeat tickets through training, communication and preventative action.
• The ability to communicate clearly and confidently with stakeholders at all levels, including providing updates during incidents and promoting a positive IT presence.
• Experience producing simple, user-friendly guidance and training materials to support effective use of IT systems.
• A willingness to take ownership of continuous improvement, contributing ideas and driving better processes and accountability across IT support.
• A flexible approach to working hours to support global teams and maintain effective coverage across different locations.
• A strong ability to work both independently and collaboratively within a team environment.

Why Amiculum?

We’re proud to be a flexible and inclusive employer that provides a supportive working environment. We value creativity and encourage colleagues to offer ideas that further the success of our business. In return, we offer:

• Remote and hybrid working options as standard.
• Continual learning and professional development opportunities.
• Two annual bonus schemes.
• 25 days' annual leave and public holidays. Plus festive closure between Christmas and New Year.
• Market leading family leave and pay policies.
• Generous pension scheme and private health insurance.
• Life and income protection insurance.

What’s next?

To be eligible for this role you must be based in the UK and have the right to work there. We are committed to creating an inclusive and diverse workplace. We are dedicated to making reasonable adjustments throughout our recruitment and selection process to accommodate all applicants.