Service Desk Technician
Role details
Job location
Tech stack
Job description
A growing IT service provider in Leeds is looking for a proactive and customer-focused Service Desk Technician / 1st Line Engineer to join their support team. You'll provide high-quality technical support, troubleshooting, and system maintenance to a wide range of clients, ensuring smooth day-to-day IT operations.
This is a fast-paced role where you'll take ownership of tickets, resolve issues efficiently, and work closely with 2nd and 3rd Line engineers on more complex problems. If you enjoy helping users, solving technical challenges, and developing your skills, you'll fit in well here.
Managed Service Provider (MSP) experience is beneficial but not essential. If you've worked in a busy IT support environment and want to progress, you'll be considered.
Key Responsibilities
- Provide technical support via phone, email, and remote desktop tools
- Take ownership of service tickets and resolve issues proactively
- Deliver excellent customer service and follow service management processes
- Log all support requests accurately with full documentation
- Assist users with IT systems, offering guidance and training where needed
- Work with 2nd and 3rd Line engineers on escalated or complex issues
- Identify opportunities to improve customer experience and suggest new solutions
Requirements
Do you have experience in Windows?, Do you have a GCSE?, * A natural problem solver with strong communication skills
- Customer-focused, patient, and able to explain technical issues clearly
- Keen to learn, develop, and stay up to date with modern IT technologies
- Strong attention to detail and a drive to deliver high-quality work
Qualifications & Technical Skills
- Experience supporting Windows 10/11
- Knowledge of Windows Server, Active Directory, and Office 365
- Understanding of networking protocols, firewalls, and VPNs
- Familiarity with remote desktop services, cloud solutions, and endpoint security
- Strong troubleshooting skills across hardware, software, and connectivity
- Microsoft 365 or Azure certifications are desirable but not essential, * GCSE or equivalent (preferred), * Minimum 1 year in an IT support role
Benefits & conditions
- Additional leave
- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Employee discounts
- Mentoring and development programme
- Health & wellbeing support
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
- Store discount
- Work-from-home options
