Senior IT Service Desk Technician

We are a forward-thinking Company with an established presence across the UK and Ireland. Our values We Commit, We Care, We Collaborate shape how we work with our clients, partners, and each other. As our business continues to grow, we are looking for dedicated individuals who take pride in their work and want to build a rewarding career within a supportive and collaborative environment. We are seeking a Senior IT Service Desk Technician to enhance our team and drive success across our high value projects. Why join us? Exciting Projects - Work on varied sector projects and leave a lasting legacyCareer Growth - Clear progression pathways and continuous professional developmentCollaborative Culture - Be part of a team that values innovation, integrity, and a commitment to excellenceCompetitive Package - Enjoy a competitive salary and great benefits with flexible and hybrid working options What you will be doing You will provide a high standard of technical support to internal business users, taking ownership of incidents and request through to resolution where possible. You'll also act as a point of escalation for the service desk function and support effective ticket prioritisation to meet SLAs and user expectations. You'll contribute to service stability and performance through strong troubleshooting, user communication, and proactive involvement in improving ways of working. The successful candidate will be highly motivated with the ability to understand and manage changing priorities in a complex environment. The main responsibilities for this role include: Own and manage ticket prioritisation, ensuring customer impact, risk, and business priority are considered, providing progress updates and resolution.Point of escalation for technical issues, supporting the wider service desk function, including mentoring junior colleaguesLiaison with vendor / third-party support as required, ensuring timely outcomes and clear updatesSupporting endpoint management activities, including Intune / Autopilot processesSupporting remote users using tools such as TeamViewerProviding iPhone / mobile device supportSupporting application management activities (e.g. users, access, permissions)Provide coaching-style support and guidance to users, improving self-service and reducing repeat incidentsMaintain the IT asset register and ensure accurate assignment/lifecycle tracking Monitor IT stock levels (laptops, peripherals, mobiles) and coordinate replenishment as requiredActing as a link between the service desk function and senior IT, contributing to issue visibility, escalation, and improvement discussionsSupporting IT security awareness, including triage and handling of security-related ticketsInvolvement in project work, including rollouts, service improvements and change activitiesMaintaining documentation and ensuring procedures are followed

A qualification in a relevant discipline, or equivalent practical experience ExperienceEssential3+ years' experience in an IT service desk / support role with experience of end-to-end ticket ownershipExperience with Active Directory and application access managementExperience working in IT Service Desk ticketing systems and ticket queue prioritisationExcellent communication skills. The ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.Excellent troubleshooting and analytical skills across endpoint devices and common business applicationsExperience supporting Microsoft 365 / Office and Microsoft Windows environmentsExperience supporting endpoint management tooling (e.g. Intune) and device provisioning processesHighly-organised, and able to manage changing priorities and work effectively in a fast-paced environmentA positive, customer-focused mindset with a drive to improve service delivery Desirable Knowledge of ITIL principles (incident/request/problem management basics)Basic hardware repair / break-fix experienceExperience acting as a point of escalation and mentoring / supporting junior colleaguesExperience of supporting conferencing systems such as Microsoft TeamsExperience supporting printers and troubleshooting common peripheralsAwareness of IT security fundamentals (phishing, endpoint hygiene, incident triage)