IT Service Desk Technician

We are looking for an Entry-Level IT Service Desk Technician to join our IT team on a 12-month fixed-term contract to cover maternity leave.

This role is ideal for someone at the start of their IT career who enjoys helping people, solving problems, and wants to build hands-on experience in a professional IT environment. You'll be the first point of contact for day-to-day IT issues, supporting colleagues with common technical problems and learning how IT services are delivered in a structured, ITIL-aligned organisation.

Full training and support will be provided.

What You'll Be Doing

As part of the IT Service Desk, you will:

• Act as the first point of contact for IT support queries
• Log, manage and resolve IT incidents and service requests using a ticketing system
• Support users with password resets, account access, email and Microsoft 365 issues
• Provide basic support for laptops, desktops, printers and peripherals
• Assist with user onboarding and leaver processes
• Provide first-line support for SAP Business ByDesign (ERP), including access requests and basic "how-to" queries
• Escalate more complex issues to 2nd-line support when required
• Keep users informed and provide a friendly, professional service at all times
• Follow documented procedures and contribute to support documentation where appropriate

• A strong interest in starting a career in IT
• Good communication and customer service skills
• Basic understanding of: Windows operating systems, Microsoft 365 (Outlook, Teams, Word, Excel)
• Ability to follow processes and document work clearly
• Willingness to learn new systems, including ERP software

Desirable (but not essential)

• Previous experience in a service desk, helpdesk, or customer support role
• Exposure to ticket-based support systems
• Basic knowledge of user account management (e.g. Active Directory)
• An IT qualification, apprenticeship, or relevant training

What We Offer

• A strong entry point into an IT career
• Hands-on experience in a busy IT Service Desk environment
• Exposure to enterprise systems, including SAP Business ByDesign
• A supportive team with clear processes and guidance

• Competitive salary for an entry-level role in the local market

Genius Foods is a market-leading gluten-free bakery brand, creating delicious, high-quality products for major UK retailers and consumers. We're passionate about innovation, quality and pushing boundaries within the gluten-free category.