Senior IT Operations Technician

The IT Department provides tailored solutions and support to the BESA Group and to their external customers. Our software solutions range from:

• Desktop applications
• Web applications and services

We are committed to continuous improvement and delivering commercially effective solutions that meet our customers’ evolving needs.

ABOUT THE ROLE

In this role, you will deliver second-line support to end users on the IT Service Desk, ensuring quick and effective resolution of technical issues. You will demonstrate accountability and agility in prioritising and resolving technical problems, while showing care and customer empathy to create a positive user experience. With a focus on continuous improvement, you will look for ways to enhance support processes and ensure solutions are commercially aware and aligned with business needs.

We operate a hybrid working model once training is complete. This role requires office attendance on Tuesday, Wednesday and Thursday, with the option to work from home on Monday and Friday.

Key Duties

• Provide 2nd-line helpdesk support with accountability, ensuring all IT Service Desk calls are answered, logged, and prioritised effectively in line with business needs.
• Deliver 2nd tier support for routine service requests across the BESA Group, showing care and customer empathy by resolving incidents promptly and within agreed SLAs.
• Work collaboratively with third-party suppliers and partners to escalate and resolve more complex issues, demonstrating agility and a focus on providing a seamless service experience.
• Supporting hardware refresh programme by replacing legacy laptops with new devices, assisting users through the transition process, and ensuring the asset register remains accurate and up to date.
• Take ownership of continuous improvement, identifying opportunities to enhance helpdesk processes and support delivery, while ensuring solutions are commercially aware and add value to the business.
• Provide a high standard of customer service, ensuring clear communication with users and regular updates on progress.
• Drive service improvement initiatives within the IT Operations team to enhance efficiency and user satisfaction.
• Support the Head of IT Services with additional tasks and strategic initiatives as required.

• Proven experience delivering 2nd line IT support in a fast-paced environment
• Strong Microsoft 365 knowledge (Exchange, Teams, SharePoint, Entra ID) and wider IT systems experience
• Hands-on experience supporting Windows 11, including device build, configuration and deployment
• Experience managing joiners, movers and leavers (JML) processes and user access
• Strong troubleshooting skills, with a structured approach to diagnosing and resolving issues
• Experience using ITSM tools and managing tickets in line with SLAs
• Ability to prioritise workload and manage multiple tasks effectively
• Strong customer focus, with clear communication skills for non-technical users
• Proactive approach to continuous improvement and service delivery
• Ability to quickly understand systems and processes and make an impact
• Relevant certifications (e.g. CompTIA A+, ITIL Foundation) or equivalent experience

Desirable

• Experience supporting hardware refresh or laptop rollout programmes
• Experience working with third-party suppliers or managed service providers
• Exposure to Microsoft server environments
• Experience creating technical documentation or knowledge base content, An opportunity to meet with the management team and explore your skills, experience, and suitability for the role in more detail.