IT Service Desk Technician

The IT Service Desk is the central point of contact for all IT related incidents and service requests. As a Service Desk Technician, you will provide first-line support for all colleagues across the European business. You will be responsible for logging and responding to incidents, service requests and resolving support requests, ensuring that service levels and targets are achieved whilst providing great customer service. The Service Desk team work in a dynamic, fast-paced environment supporting colleagues remotely, and in-person for walk-in colleagues.

The role will include but is not limited to:

• Record incident and service requests as tickets in Jira Service Management.
• Track and manage your assigned tickets, escalating to 2nd line technicians where required.
• Provide 1st line support for deskside/remote colleagues and site visitors, using a range of business-critical software solutions.
• Support colleagues operating a wide range of mobile and peripherals – including printers, scanners, and barcode readers.
• Ensure timely escalation of complex issues to 2nd line support teams when required, while maintaining effective communication.
• Identify gaps in the knowledgebase and self-help articles.
• Deliver inductions, and basic training on equipment and services provided by IT.
• Manage and maintain colleague IT equipment including imaging and configuration.
• User management in Active Directory, Exchange/365, Windows 10/11 and Office 365.
• Participate in an on-call rota for critical issues outside normal business hours.

Qualifications:

• A driven individual that exemplifies a “can-do” attitude, happy to go the “extra mile”.
• Great customer and team focus.
• Well organized & able to work under pressure.
• Excellent communication skills at all levels, both written & face to face.
• Team player but also happy to work alone at times.
• Demonstrable experience of 1st line support.
• Experience of ITSM ticketing systems, working with SLAs and prioritising incidents.
• Experience supporting both deskside and remote users.

Benefits:

• Nourish your wellbeing: Every month, you’ll receive three free Lifeplus products, plus 50% off anything else you’d like to try.
• Performance based bonus: Your hard work matters. Bonuses are awarded based on business success and individual performance, giving you extra recognition for your contributions.
• Your growth journey – LIFE Programme: Our Customer Care Administrators take part in our structured LIFE Programme, designed to build confidence, strengthen skills, and support your career progression from day one. On completion, an additional increase of £2,000 will be added to your salary!
• Learning at your fingertips: Access our Learning Management System (LMS) with all the latest learning materials and resources whenever you need them. Grow your knowledge at your own pace.
• Peace of mind from day one: You’re automatically covered by Life Assurance and Permanent Health Insurance as soon as you join.
• Holiday that works for you: Need more time off one year? Or prefer a little extra in your pocket? You can buy or sell holiday days to suit your lifestyle.
• Exclusive colleague perks: Enjoy special discounts at leading brands and retailers, plus generous savings on Lifeplus nutritional supplements and wellbeing products.
• Everyday healthcare support: Our Health Cash Plan (provided by BHSF) helps with regular healthcare costs, from dental and optical appointments to therapy sessions, plus hospital in-patient and accidental injury cover.
• Little things make a difference: Fresh fruit delivered weekly, plus free tea, coffee, milk (including alternatives), filtered water, and fully equipped kitchen areas onsite.
• Support when you need it: Our Employee Assistance Programme (EAP) gives you access to confidential, professional support for mental wellbeing.
• Invest in your future: Our contributory pension scheme offers up to 6% employer contributions, helping you build long term financial confidence.
• A culture that connects: From team socials organised by your manager to our annual company-wide event (where life partners are welcome), we make time to celebrate together.
• Eyecare support: We’ll contribute £25 towards eye tests and up to £100 towards glasses if they’re needed for VDU use.