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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - **Company:** TrinityBridge - **Location:** Northwich, UK - **Contract:** Permanent contract - **Skills:** Active Directory, Software Applications, Business Systems, Computer Networks, Document Management Systems, Disaster Recovery, Virtual Private Networks (VPN), Microsoft Operating Systems, Network Architecture, Office Suite, Remote Access Technology, Remote Desktop Services, Web Services, Information Technology - **Published:** August 27, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=b2999522a4111555 ## About the Role * Certified to ITIL v4 Foundation Level * Experience of working within a technical help desk / 1+ years previous user support experience (preferable but not essential) * Proficient in Microsoft Operating Systems and Office Applications * Some knowledge of the following would be welcome but not essential as a trainee: * Knowledge IT Service Desk tools * Basic knowledge of Active Directory and Exchange * Basic understanding of network infrastructure * Basic understanding of remote access services (e.g. VPN, remote desktop, etc.) * ITIL IT Service Management foundation qualification * Knowledge of / awareness of supporting business systems: CRM, Document Management, Intelligent Office and Web services ## Description The main purpose of the role, based in our Northwich office, is to apply acquired technical skills and knowledge related to specific areas of the business in order to enhance services., * Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload * Point of contact for end-users in respect of service requests or issues with the IT services * Provide first and second line technical support to users * Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk * Coordinate efforts with local CBAM IT Desktop Support and Infrastructure (Northwich, London, Glasgow) in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery * Coordinate efforts with Business Support and IT App Support in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery. * Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services * Support users in their understanding on all systems * Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests * Requirement and willingness to perform ad-hoc duties dependant on change in business requirements * Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT * Respond to emails received in IT Service Desk mailbox. * Resolve as many service requests as possible whilst maintaining quality of service to end users * Keep reporting line aware of any service requests that will not meet currently set deadlines * Run and complete daily procedures against checklist * Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided Regulatory responsibilities | Compliance/T&C * Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients. * Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business. Follow principles and rules of the Financial Conduct Authority (FCA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies. ## Related Videos - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Developer Time Is Valuable - Use the Right Tools - Kilian Valkhof](https://www.wearedevelopers.com/videos/1792-developer-time-is-valuable-use-the-right-tools-kilian-valkhof) - [One Platform Could Not Fit Them All](https://www.wearedevelopers.com/videos/1919-one-platform-could-not-fit-them-all) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) - [How Sparking Developer Joy Unlocks Developer Productivity](https://www.wearedevelopers.com/videos/613-how-sparking-developer-joy-unlocks-developer-productivity) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Guide for Expats Living in the UK](https://www.wearedevelopers.com/magazine/355-guide-for-expats-living-in-the-uk) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs)