Senior IT Service Desk Technician

As a Senior IT Service Desk Technician for British Engineering Services Group, you will provide first and second-line technical support to colleagues across the Group, resolving incidents and requests efficiently, securely and in line with agreed service standards. Working under the direction of the IT Service Lead, you will play a key role in delivering a reliable, professional and user-focused IT service.

You will:

• Act as the first point of contact for IT support through phone, email, Microsoft Teams and the service management system.
• Log, manage and progress incidents and service requests accurately.
• Diagnose and resolve hardware, software and Microsoft 365 issues.
• Build, configure and support end-user devices using standard images and tools.
• Support joiner, mover and leaver processes, including equipment provisioning and returns.
• Maintain accurate IT asset records and supporting documentation.
• Clearly document resolutions and keep support tickets complete and up to date, helping colleagues find and reuse solutions through search tools and AI-driven support systems.
• Escalate issues appropriately to Workplace Operations, Cloud Operations or Security.
• Contribute to knowledge base articles and ongoing service improvement activities.
• Provide timely, clear and professional support while working towards agreed service levels.

• Previous experience in an IT support or service desk environment.
• Knowledge of Windows 10 and 11, Microsoft 365 and end-user devices.
• Exposure to identity and access management using Microsoft Entra ID, formerly Azure Active Directory.
• An understanding of basic IT security principles and patching.
• Familiarity with IT service management tools.
• Strong troubleshooting and problem-solving skills.
• The ability to communicate clearly and professionally with non-technical users.
• The ability to manage multiple tasks and competing priorities.
• Strong documentation skills and excellent attention to detail.
• A collaborative approach to working as part of an IT team.
• A full UK driving licence and access to your own vehicle.
• ITIL Foundation or Microsoft certifications would be desirable, but are not essential.

• A starting salary between £30,000 - £40,000, negotiable depending on experience
• A flexible working approach, the role will be based in our Manchester city centre office, with some home based working available (you must have suitable Wi-Fi, and provide your own office set-up for time spent working from home)
• Up to 10% pension contribution
• 2 x life cover
• Enhanced maternity / adoption leave
• Annual salary review
• 25 days annual leave plus 8 bank holidays
• An additional day’s holiday for your birthday every year
• An extra day’s holiday to take on Christmas Eve each year
• Access to our buy and sell holiday scheme
• Opportunity for flexible working
• Electric Vehicle salary sacrifice scheme
• Discounts and savings via our employee benefits portal
• Health and wellbeing support via our Employee Assistance Programme
• Company wide volunteering scheme

At British Engineering Services Group, we pride ourselves on being the leading end to end risk management solutions provider in the UK and Ireland. That means it’s our job to help keep our customers’ assets legally compliant, operational and, above all else, safe. We’re able to achieve this with a team of only the very best, most talented people., Our team is made up of incredibly skilled and talented people, and that’s what matters most to us. At British Engineering Services Group, we want everyone to feel they can be their true, authentic selves at work.

We’re also proud to support the military community through our commitment to the Armed Forces Covenant., British Engineering Services Group, where our people and our customers matter most.