IT Support Desk Agent in Leeds

Make a difference every day by providing high-quality, compassionate technical support.

At St Anne’s, our values guide everything we do. We are looking for an IT Support Desk Agent who is Person Centred, Respectful, Open, Understanding, and Dedicated to join our team.

• Serve as the primary point of contact, providing professional and prompt assistance tailored to colleagues and clients.
• Maintain clear, consistent communication while managing the full lifecycle of IT incidents and service requests.
• Assess and triage technical issues with empathy, ensuring they are prioritised to maintain organisational efficiency.
• Take ownership of hardware provisioning, user onboarding, and asset tracking to ensure the team is equipped to succeed from day one.

• Minimum 1 year of experience in IT support or customer service.
• Strong technical troubleshooting skills and familiarity with ticketing systems.
• A commitment to supporting equality, diversity, and inclusivity in all interactions.

The IT Support Desk Agent serves as the primary point of contact for IT-related inquiries and issues at St Anne’s. The role provides professional, initial assistance to end-users, ensuring that incidents are assessed, categorised, and resolved or escalated appropriately to maintain organisational efficiency. This position is essential for ensuring a high standard of customer service and technical support for all colleagues and clients across the organisation.

St. Anne's wants to reward its employees for their hard work. Employee benefits include:

• New pay framework launched in 2025.
• Potential increases after 6 months, 2.5 & 5 years.
• Rising annual leave each year to a maximum of 33 days (including statutory holidays).
• 24 Hour Employee Assistance Programme.
• Continuous opportunities for ongoing training and career development.
• Cycle To Work scheme.
• Refer A Friend recruitment initiative.
• Flexible working opportunities (where applicable) upon successful completion of probation period.
• Group Personal Pension Scheme.
• Discounted income protection scheme.
• Free car parking at most services.
• Free life assurance cover.

• Primary Point of Contact — Serve as the initial point of entry for IT support requests, providing prompt and professional assistance via phone, chat, or remote tools.
• Incident Triage: Assess the nature and severity of all incoming IT incidents and service requests, ensuring they are prioritised appropriately.
• Ticket Management: Take responsibility for the full lifecycle of support tickets, ensuring accurate documentation and tracking of issues through to resolution.
• Technical Guidance: Provide step-by-step troubleshooting for common IT problems, including password resets, software issues, and basic hardware faults.
• Escalation Management: Coordinate the routing of complex issues to higher support tiers, ensuring clear and consistent communication with the user throughout the process.
• User Onboarding: Facilitate the IT onboarding process for new employees, ensuring they have the necessary hardware, access, and resources from day one.
• Hardware & Software Provisioning: Manage the lifecycle of IT assets, including equipment provisioning, deployment, and accurate asset tracking.
• Knowledge Management: Contribute to the IT knowledge base by creating documentation for common issues and solutions to support user self-service.
• Security Adherence: Ensure users comply with IT security and acceptable use policies, supporting the maintenance of secure systems.
• Continuous Improvement: Gather feedback from end-users to identify areas for service improvement and prepare regular reports on support trends.

• Minimum of 1 year of experience in IT support or customer service roles.
• Basic technical knowledge of IT systems, hardware, and software troubleshooting.
• Relevant IT certifications (e.g., ITIL 4 Foundation) is desirable.

St. Anne’s is working to actively promote equality, diversity and inclusion. We want people from underrepresented groups such as disabled, black and ethnic minority, Lesbian, Gay, Bi, Trans, and non-binary (LGBTQ+) communities to apply for all our roles. St. Anne's is a Disability Confident employer. We are actively working to recruit and retain people with disabilities and long-term health conditions into our workforce. If you are an applicant who has a disability, you will be offered an interview if you meet the essential criteria for the job. Please contact recruitment on 0113 243 5151 opt 5 if you require any reasonable adjustments.