IT Service Desk Technician (Full time)

F4 IT provide IT support and solutions to a range of customers in both public and private sectors, with a particular specialism in supporting healthcare providers.

We aim to provide a service which is customer focused, fit for purpose and highly secure. The IT Service Desk Technician is paramount for the smooth running of the organisations we support.

The service is ISO27001 and Cyber Essentials Plus accredited and maintains high levels of data security throughout via the well-established processes and procedures that are adhered to., * Answer incoming calls to the service keeping answer times and abandoned calls as low as possible

• To log and resolve requests with minimal support, prioritising first time fix where possible using approved solutions
• To ensure requests in the service desk are regularly updated and chased
• To create and amend user and email accounts (including NHS email administration tasks where authorised)
• To undertake basic M365 administration tasks as assigned (e.g., password resets, licence checks, basic mailbox/client troubleshooting)
• To carry out basic Windows 11 support and troubleshooting (profiles, printers, standard applications)
• To perform basic endpoint checks using ManageEngine Endpoint Central (remote assist, device status checks, basic troubleshooting)
• To install approved software from the self-service portal.
• To provide first-line support for clinical systems (e.g., SystmOne) using approved solutions and escalate appropriately
• To provide basic print management support (default printers, queues, user-side troubleshooting)
• To provide basic Android phone troubleshooting and basic MDM awareness (enrolment/user-side setup where authorised)
• To assign requests to existing problems/known errors and follow documented workarounds
• Responsible for accurately updating asset information and identifying obvious discrepancies
• Demonstrate and apply basic IT skills in duties and advice given
• Security & compliance: adhere to ISO27001 SOPs (identity checks, approvals, audit trail in tickets), and recognise/escalate security events (phishing, suspected malware, unusual account behaviour) in line with ISO27001
• To participate in the out of hours on call service, Tier 1

Tier 2

In addition to the Tier 1 duties, an employee working at Tier 2 will undertake the following duties:

• To close user and email accounts in line with leaver SOPs (including NHS email tasks where authorised)
• To administer security groups and distribution lists (AD and/or M365 as applicable)
• To undertake assigned Active Directory and Group Policy related tasks (basic understanding of GPO impact; able to collect evidence such as gpresult outputs for escalation)
• To undertake broader M365 administration tasks as assigned (shared mailbox access, permissions changes, basic troubleshooting of mail flow/client issues within SOP boundaries)
• To create basic solutions/knowledge suggestions for approval (improvements, ticket templates)
• To provide more confident first-line support across clinical systems (e.g., SystmOne) and associated dependencies (connectivity, local prerequisites)
• To provide basic administration tasks for Avaya IP Office (where authorised) and escalate complex telephony changes
• To provide basic administration of Net2 Door System (where authorised) and escalate complex access control changes
• To identify and create problems (recurring issues, repeat incidents) and submit for review
• Ensure requests do not breach against SLAs by active monitoring, prioritisation, chasing third parties/assignees, and escalation where needed
• To identify errors in asset information and correct/raise actions to maintain accuracy
• To undertake field support jobs (where required) following SOPs (device swaps, basic onsite troubleshooting, printer checks)
• To suggest and contribute to the development of improvements to the service (templates, triage notes)
• Contribute to small projects and act as the service desk representative

Tier 3

In addition to the above duties, an employee working at Tier 3 will undertake the following duties:

• Understand resourcing requirements and contribute to daily queue management (triage, prioritisation, workload balance)
• Manage call queue messages including critical message announcements and major incident service notifications (e.g. SIP Trunk Call Manager)
• Manage file and folder permissions and creation of new security groups (with appropriate approvals and audit trail)
• Oversee and manage problems (trend identification, problem records, known error development, prevention actions)
• Create and maintain self-service solutions/knowledge articles and ensure they remain current and SOP-aligned
• Suggest improvements with high level of supporting detail (impact, risk, effort, measurable benefit)
• Will be required to apply advanced IT skills in duties and advice given (complex Windows 11/M365/identity troubleshooting, deeper triage across client, network, and service layers)
• Demonstrate an advanced understanding of Active Directory and M365 and undertake identified tasks within permission boundaries
• Demonstrate a basic understanding of Infrastructure and Systems in duties and advice given (when to escalate to infrastructure, what evidence they need)
• To run reports (ServiceDesk Plus / Endpoint Central / NHS Connect basic reporting) and explain what the data indicates
• Ensures SOP adherence, correct approvals, strong audit trails, and consistent handling/escalation of security events; supports readiness behaviours aligned to Cyber Essentials Plus testing expectations.

Tier 4

In addition to the above duties, an employee working at Tier 4 will undertake the following duties:

• Assist in leading the day-to-day service desk operation. (real-time prioritisation, queue management, major incident desk coordination, and delivering clear stakeholder updates during high-impact events)
• Define, maintain, and enforce service desk standards. (ticket quality, categorisation, call handling expectations, knowledge governance, and audit-ready documentation, ensuring consistent adoption across the team)
• Act as the escalation point for complex desk resolvable issues spanning M365/NHS email/identity/endpoints/clinical apps/telephony/access control, driving resolution or correct escalation with complete evidence
• Maintain and optimise solutions/SOPs for standard use of core tools, (ServiceDesk Plus workflows, Endpoint Central standard actions, M365/AD common tasks, SystmOne triage, Avaya/Net2 basics, and Android/MDM basics)
• Oversee quality of ticket updates across the team, providing coaching on notes, customer updates, evidence standards, correct categorisation, and closure requirements.
• Make informed decisions on service improvements and present recommendations with evidence, (impact, risk, measurable benefit, and required effort)
• Lead onboarding, mentoring, and capability development for service desk staff, (delivering internal training and modelling calm, professional communication during high-pressure scenarios)

Do you have experience in Technical support?, This is an exciting opportunity for candidates with existing knowledge within the IT industry, or those with a keen interest to learn and develop in a forward thinking IT provider based in North East Lincolnshire. Experience within IT is preferred, however if you have a hard working attitude and a desire to learn from an experienced team we would welcome your application., As the role is split across 4 skill tiers, the successful candidate would be paid a salary in relation to their skill set and experience. The successful candidate will have either experience or a good understanding and a desire to learn skills in the following tiers

Pulled from the full job description

• Sick pay
• Bereavement leave
• Free parking
• Company pension
• Cycle to work scheme
• On-site parking