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# Service Desk Technician

- **Company:** Exponential-e
- **Location:** Bridgend, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Identity and Access Management, Issue Tracking Systems, Computer Networking Systems, Office365, SC Clearance
- **Published:** July 12, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=faa99171732db383

## About the Role

* Experience in managing/troubleshooting Windows Desktop Operating Systems and Network solutions at 1st Line level.
 * Applicants will ideally be CompTIA A+ or studying towards Fundamentals level in Microsoft 365/Azure or Network.
 * Experience in using ITIL based ticketing system (ITIL foundation preferred).
 * Will require SC clearance in this role, so having this now would be desirable.

## Description

* Provide controlled triage to manage all contacts to the Service Desk to maximise the information capture at first contact.
 * Provide 1st Line support to Exponential-e Customers to resolve any issues at first contact where appropriate.
 * Work in a shift rotation to provide on-site 1st Line Service Desk support to Exponential-e Customers.
 * Primarily responsible for monitoring, managing and owning support tickets and driving customer issues through to resolution.
 * Engage with the Exponential-e Resolver Groups assigned to support tickets to ensure they are progressed and updated inline with the SLAs and KPIs., * Respond to manage the support contacts and tickets as defined within Service Level Agreements.
 * Work as a team to deliver timely resolution to customer requests from telephone, portal and email.
 * Escalate issues and appropriate Resolvers Groups wherever required in order to resolve an issue as quickly as possible.
 * Maintain an understanding of the internal escalation process.
 * Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.
 * To be a highly motivated team player with the skills and ability to manage changing priorities.
 * Performs general preventative maintenance tasks on computers, laptops and Network platforms.
 * Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets).


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