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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Technician - **Company:** Emeria - **Location:** London, UK - **Salary:** £25,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Internetworking, Virtual Private Networks (VPN), Microsoft SharePoint, Wi-Fi Technology, Data Logging, Enterprise Software Applications, Office365, Laptops - **Published:** June 19, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=52846d682048b450 ## About the Role Do you have experience in Windows?, * Experience working in a 1st line IT support or customer service role. * Exposure to IT Service Desk / call centre environments. * Experience supporting Microsoft 365 applications and Windows 10/11. * Familiarity with Active Directory for password resets and account changes. * Knowledge of logging and escalating incidents via an ITSM tool. Technical Skills * Strong knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint). * Ability to perform password resets, account unlocks, and basic AD administration. * Good understanding of Windows 10/11 and standard troubleshooting steps. * Familiarity with mobile devices, laptops, and peripheral support. * Basic networking awareness (Wi-Fi, VPN, internet connectivity checks)., * ITIL Foundation certification (desirable). * Microsoft 365 Fundamentals (desirable). * CompTIA A+ or equivalent entry-level IT certification advantageous. * Relevant IT qualification or equivalent hands-on experience. ## Description Emeria UK operates in the residential real estate sector through its operating brands of FirstPort, Innovus, Knight Square and Campions. As the Payroll Administrator you will be contributing to Emeria's vision to be the leader of residential real estate services in the UK & Ireland, We are seeking a customer-focused IT Service Desk Technician to provide 1st line support across our organisation. You will be the first point of contact for IT issues via phone, email, and the ITSM portal. The role focuses on resolving common technical problems, accurately logging and triaging tickets, and escalating to 2nd line, Applications Support, or Infrastructure teams when required. You will play a key role in ensuring users receive prompt, professional, and effective IT assistance, * Answer and manage incoming calls on the IT Service Desk line, ensuring users receive a friendly and professional service. * Log all incidents and service requests into the ITSM system with accurate details and categorisation. * Provide 1st line troubleshooting for hardware, software, Microsoft 365, and network-related issues. * Escalate tickets promptly to 2nd line, Applications Support, or Infrastructure teams when outside 1st line scope. * Guide users through basic "how-to" fixes, password resets, and account access issues. * Ensure all support interactions are documented clearly and updated regularly in the ITSM system. * Monitor and manage open tickets, ensuring SLAs and response times are met. * Assist with device setup, installations, and configuration of standard software packages. * Contribute to Service Desk knowledge base articles to help improve first-time fix rates. * Maintain a high standard of customer service and act as the voice of IT for the business. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)