IT Service Desk Technician

WFH policy: Employees are required to attend the office 2 days/week Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight. Reports to: IT Service Operations Manager Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

Role Summary: The IT Service Desk Technician plays a critical role in delivering day-to-day end-user IT support across the organisation. As the first point of contact for IT-related incidents and service requests, you will help ensure a seamless and professional support experience for all staff. Reporting to the IT Service Operations Manager, you’ll be part of a collaborative team of seven technicians supporting business-as-usual services through our service desk platform (currently Jira Service Management). You will support a range of technologies across hardware, cloud, and business applications. This role includes close collaboration with Infrastructure, Architecture, Development, and Data teams, and requires interaction with third-party vendors to ensure smooth service delivery. Support will be provided both face-to-face and remotely, in line with LCCC policies and procedures. You’ll take pride in delivering a consistent, user-focused experience, and contribute to improving service quality and satisfaction. The role also offers project-based work opportunities., IT Support & Service Desk Operations

• Deliver 1st and 2nd line support for staff across the organisation
• Manage incidents and requests through Jira Service Management, ensuring timely resolution within agreed SLAs
• Maintain accurate ticket records and escalate issues appropriately
• Produce and maintain high-quality knowledge base articles for users and support staff
• Provide excellent customer service in person, over the phone, and via remote tools

Technical Environment

• End-User Devices & Platforms: Windows 11+, macOS 26+, iOS devices
• Cloud & Productivity Platforms: Microsoft 365, Azure AD, Intune (MDM), Autopilot
• Collaboration & Workflow Tools: Jira Service Management, Confluence
• Business Applications & IAM:
• 1st line support for internally developed tools
• Joiner-Mover-Leaver (JML) processes
• Identity and Access Management (IAM) audits
• Networking & AV:
• Basic network troubleshooting
• Audio-visual support for meeting rooms and events

Asset & Hardware Management

• Provision and configure laptops, mobile devices, and peripherals
• Maintain hardware asset records using ITSM tooling
• Manage repairs, warranty replacements, and hardware lifecycle tasks
• Support office moves and hardware relocations as required

Cross-Team Collaboration

• Work with Infrastructure and other tech teams to resolve complex or cross-functional issues
• Contribute to project delivery, including rollout of new technologies and testing of upgrades

Additional Duties

• Occasional travel to regional offices
• Administrative user management (e.g., AD, Exchange, Intune)
• Maintain compliance with LCCC policies and processes
• Support and train colleagues in your specialist areas when needed
• Carry out other duties as reasonably required

• Proven experience in IT support within a business environment
• Strong knowledge of:
• Microsoft 365, Azure AD, and Intune
• Device provisioning via Autopilot and remote support tools
• ITIL-aligned service desk operations and ticket management
• Cybersecurity best practices
• Experience managing hardware assets, including tracking, auditing, and lifecycle management using ITSM tools
• Comfortable working with hardware vendors for repairs and warranty management
• ITIL v4 Foundation certified (or equivalent experience)
• Familiar with change and access management practices

Desirable

• Experience with application packaging tools (e.g., Intune, JumpCloud)
• Atlassian platform administration (e.g., Jira workflows, field configs)
• Awareness of Agile or DevOps environments