Service Desk Technician

If you're a calm, capable problem-solver who enjoys helping people and fixing technical issues, this is a great opportunity to join a busy, supportive IT environment where your skills will make a real difference every day.

Working closely with the Service Delivery Manager, you'll play a key role in supporting, maintaining, and improving our core systems across the business.

What You'll Be Doing

As a Service Desk Technician, you'll be the first point of escalation for the Service Desk team, helping to keep our people connected, supported, and productive.

Your day-to-day will include:

• Providing support to internal users across a range of IT issues
• Troubleshooting hardware, software, and communication problems both locally and remotely
• Diagnosing faults quickly and identifying the most effective solution
• Escalating unresolved issues through the correct channels with clear, detailed notes
• Logging incidents, requests, actions, and resolutions accurately within the ITSM system
• Prioritising issues based on urgency and business impact
• Keeping users informed with regular updates in line with SLAs and target resolution times
• Supporting the setup, installation, and replacement of hardware
• Maintaining accurate asset registers throughout the full equipment lifecycle
• Identifying opportunities to improve service desk processes and ways of working
• Occasionally travelling to sites when remote support isn't possible

We're looking for someone who is technically capable, customer-focused, and confident under pressure.

Essential:

• Good understanding of computer systems, mobile devices, and other IT equipment
• Ability to diagnose and resolve technical issues
• Excellent communication and customer service skills
• Strong spoken and written English
• Calm, professional, and approachable manner
• Qualifications in IT, Computer Science, or a related field
• Previous experience in a help desk, service desk, or technical support role

Desirable:

• Flexibility to travel occasionally, including rare overnight stays
• Full UK driving licence

We know great people are looking for more than just a salary - so we offer a benefits package designed to support you both in and out of work:

Salary & Rewards

• £29,000 - £31,670, depending on experience

️ Holiday

• 30 days holiday, rising to 33 days after one year (including bank holidays)

Additional Benefits

• Free on-site parking
• Pension scheme
• Cycle-to-work scheme
• Access to an employee benefits platform
• Friendly, modern office environment

The Best Connection is growing its IT team and is looking for a Service Desk Technician to join our modern Head Office in Bromsgrove., Founded in 1991, The Best Connection is one of the UK's leading suppliers of temporary labour to the industrial, HGV, warehouse, and distribution sectors. With a nationwide network of 80+ branches, we continue to grow, invest in technology, and improve the way we support our teams across the business.