We are looking for a knowledgeable Service Desk Technician to join our Technology team and provide high-quality technical support to colleagues across our organisation, including our offices, residential services, charity shops and colleges.
You will diagnose and resolve a wide range of technology issues, support the day-to-day administration of our systems, and make sure colleagues receive a responsive, friendly and effective service.
This is a great opportunity for someone with hands-on IT support experience who enjoys problem solving and wants to use their technical skills within a values-led organisation where technology plays an important role in helping us deliver better outcomes for disabled people with complex needs.
Key Responsibilities
- Diagnose and resolve complex incidents and service requests escalated through the service desk.
- Provide technical support across hardware, software, networking and business systems, both remotely and on-site.
- Install, configure and maintain laptops, desktops, mobile devices, printers and applications.
- Take ownership of incidents through to resolution, keeping users informed and escalating to third-line support or suppliers where required.
- Administer user accounts, permissions and access, including starters, leavers, amendments and password resets.
- Support the administration and maintenance of our IT infrastructure, networks, systems and cloud services.
- Maintain accurate records within our ITSM system, including incidents, requests, assets and changes.
- Create technical documentation, user guides and knowledge-base articles to help improve service and first-time resolution.
- Support the management and auditing of IT assets and inventories.
- Deliver excellent customer service, translating technical information into clear and accessible language for colleagues.
- Work collaboratively with colleagues, suppliers and other technology teams to deliver an effective and reliable service.
About you
You will have recent experience working within a technology or IT support environment, with the technical knowledge and problem-solving skills to confidently investigate and resolve issues.
We are looking for someone with:
- A Level 3 technology qualification, relevant professional qualification such as A+ or Network+, or equivalent practical experience.
- Recent experience working within an IT/technology support role.
- Experience using ITSM systems to manage incidents and service requests.
- Strong knowledge of common hardware and software issues and the ability to diagnose and resolve moderately complex problems.
- An understanding of networking and the ability to undertake basic network troubleshooting.
- Strong analytical and troubleshooting skills, with the ability to assess the priority and urgency of support requests.
- Excellent communication and customer-service skills, including the ability to explain technical information to non-technical colleagues.
- Strong organisational skills and the ability to work independently as well as collaboratively within a team.
- A commitment to continuous learning and professional development.
- An ITIL Foundation qualification (v3 or v4) would be desirable, as would the ability to drive and access to a car for occasional visits to Sense locations.
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Service desk technician in Birmingham employer: Sense
At Sense, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values compassion and enthusiasm. Our team members enjoy flexible working hours, opportunities for professional development, and the chance to make a real difference in the lives of those we support in Margate. Join us to be part of a dedicated community where your contributions are recognised and rewarded.
