IT Service Desk Technician

Company Overview

At Coinford, we are committed to be the contractor of choice for our clients and the employer of choice for our people.

We attract and retain talented individuals who deliver win-win solutions across all operations.

Our innovative and courageous approach is supported by structured training and development.

We prioritise safety, quality, and customer satisfaction, ensuring a positive experience for all.

As a successful family-run business, we take pride in our heritage and the strong values that have been passed down through generations.

It's a testament to our success that multiple generations of the same families choose to work with us, affirming that we are on the right path to becoming an employer of choice.

Join us and be part of a team that values professionalism, integrity, and excellence.

We are committed to fostering a culture of continuous learning and professional growth.

As a leading company in the construction industry, we recognise the value of investing in our employees' development.

Role Overview

To be the primary point of contact for day-to-day IT service support activities covering Head Office, Luton Office, Vehicle Plant Yard location and our site operations teams.

Providing support across desktop, laptop and tablet platforms and application software (including MS Office and Office 365), desk phones and mobiles.

This office-based role works out of our Head office, Redeham Hall in Smallfield, (37.5 hours per week, 08:30-17:00, Monday – Friday), with regular travel to the Luton office, plant yard and site locations as required.

This is an excellent opportunity for someone at the start of their IT career.

Full training, mentoring and support will be provided, with a clear progression path from 1st line towards 2nd line support, including support towards relevant certifications.

We are looking for the right attitude and willingness to learn as much as existing experience.

Key Responsibilities

• Responding to and logging helpdesk tickets in a timely manner and provide fixes for our desktop / laptop hardware and software applications.
• Providing 1st line technical support for all office-based staff and our site-based users.
• Carrying out day-to-day account administration across Active Directory and Microsoft Entra ID, including password resets, account unlocks, creating and disabling user accounts, and managing security group and distribution list membership.
• Supporting the new starter, leaver and mover process, including setting up and decommissioning user accounts and equipment.
• Logging, updating and resolving tickets through the IT service desk ticketing system [insert system name], keeping users informed of progress throughout.
• Creating and maintaining knowledge base articles and IT documentation to support users and the wider team.
• Triage and prioritisation of tickets as appropriate, in accordance with departmental SLA’s together with escalation (both internal and external) of tickets as appropriate.
• Troubleshooting a range of software and hardware issues across Windows and Mac.
• Troubleshooting basic network connectivity issues, including Wi-Fi, wired connections and remote / VPN access.
• Supporting users with multi-factor authentication (MFA), helping them recognise and report suspected phishing, and working in line with the company's IT security policies.
• Configuring laptops, printers, mobile phones and desktops.
• Configuring new computers as required.
• Dealing with mobile phone queries and problems and escalating to the network provider.
• Assisting the team with software updates/rollout.
• Monitor the time and attendance system - Report and flag errors to site operations team.
• Ad-hoc IT administration (Ordering process, and other IT admin).
• Maintaining IT stock for new / replacement of equipment in line with departmental standards and disposing of old / redundant equipment in accordance with WEEE regulations.
• Support visits to site as and when directed by the IT Infrastructure & Services Manager or Head of IT.

The above list of duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of their role.

Experience / skills required

• An understanding of IT hardware and operating system software.
• Thorough understanding of Microsoft Office suite (Teams, Word, Excel, Outlook etc.).
• Strong organisational skills and the ability to adhere to company procedures and deadlines.
• Motivated to develop professional skills and knowledge.
• The ability to work both alone and in a team.
• Professional attitude and a strong work ethic.
• Strong customer service and communication skills.
• Understanding and working to and within Service Level Agreements.
• A willingness to support events that require out of normal office hours working.
• A full, valid UK driving licence, as the role involves travel to other offices and construction sites.
• A willingness to work on active construction sites and to lift and move IT equipment, wearing personal protective equipment (PPE) where required.

Desirable Skills

• Comp TIA A+
• Network+
• Microsoft 365 Fundamentals (MS-900) or Azure Fundamentals (AZ-900)

Benefits

• Pension & Salary Sacrifice Scheme – Helping you save for the future with tax-efficient contributions.
• 25 Days Annual Leave – Plus bank holidays, ensuring a healthy work-life balance.
• Weekly Yoga Sessions – Relax and recharge with company-sponsored yoga every Wednesday.
• Death in Service Insurance Scheme – Providing financial security for your loved ones.
• Employee Assistance Programme (EAP) – Confidential support for personal and professional challenges.
• Training & Development Opportunities – Invest in your growth with learning and career progression support.
• Regular company social events - To foster connection, collaboration, and a strong sense of community.
• Free On-Site Parking at Head Office and Plant Yard