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# Service Desk Technician

- **Company:** Quadris
- **Location:** Stockport, UK
- **Salary:** £30,103.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Microsoft Azure, Backup Devices, Cloud Computing, System Configuration, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Microsoft Office, Windows Servers, Virtual Desktops, Networking Basics, Citrix Systems, Wide Area Networks, Data Logging, Veeam, Zendesk, Commvault
- **Published:** October 25, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5460652832

## About the Role

* Passion for IT and Technology in general
 * Strong communication skills both verbal and written
 * Ability to work within Service Level Agreements (SLA's)
 * Highly motivated to deliver exceptional quality service with excellent customer service skills
 * Highly motivated/passionate to learn and develop
 * Strong organisational skills; including punctuality and reliability
 * Accurate record keeping and documentation
 * Experience using a PSA or CRM system (Halo/CW Manage/Freshdesk)
 * Experience using an RMM Tool (CW Automate/Smartconnect/Ninja One)
 * Experience working in a IT support desk environment - minimum 6 months
 * Level 3 IT qualification or equivalent experience
 * Experience working with Windows Server 2012-2022 environments, Windows 11, MS Office, Office 365 and Active Directory
 * Effective team working
 * Ability to work in a fast paced environment

Desirable Experience, Skills and Qualifications

 * Support of Virtual Desktop Environments (Citrix/Azure Virtual Desktop)
 * Support of a Cloud Environment (AWS/Azure)
 * Networking basics inc. LAN/WAN
 * DNS/DHCP
 * Printer installation/configuration
 * Experience with Backup Solutions (DATTO/Veeam/CommVault/Nakivo)
 * Mimecast/Proofpoint
 * Multi Factor Authentication (Duo/Microsoft)
 * Understanding of ITIL v4 and ISO27001 frameworks

## Description

The purpose of this position is to deliver timely and effective solutions to customers' IT incidents and service requests by assuming full ownership from initial contact to resolution. The role includes responsibility for meeting defined Response SLAs and ensuring that major incidents are promptly escalated to the Escalations Team for advanced investigation and resolution. Clear and consistent communication, strong service ownership, and proactive management of customer expectations are essential to maintaining the high standards of service quality expected at Quadris.

This is a full-time position working Monday-Friday, 37.5 hours per week, on a variety of shift patterns between our core hours of 7am-6pm. There is also a requirement to work flexibly outside these core hours where required which may involve evenings and/or weekends.

What Does Success Look Like:

Success in this role means putting the customer at the heart of everything you do and consistently delivering an exceptional IT support experience. You'll aim for first-time resolution on the majority of tickets, demonstrating technical confidence and ownership. Your commitment to quality service will shine through outstanding CSAT results - achieving excellent response rates and making gold-standard feedback your norm. Above all, success means doing the right thing, every time: role-modelling the Quadris Way and demonstrating our company values.

Key Roles:

Deliver exceptional customer service, first time, every time using plain English

Handle incoming service requests through calls, email and customer portal and taking responsibility for logging all requests

Troubleshoot IT issues and problem solve effectively from owning the request, diagnosis, escalations and following up; aiming for high, first time fix resolution

Escalating incidents and requests where support is required

Prioritising and managing workload to ensure contractual SLA's are met

Support delivery of maintenance tasks relating to clients IT needs

Identify incidents and escalate appropriately

Delivery against job specific Key Result Areas (KRA's)

KPIs To Monitor and Influence:

 * CSAT
 * First Time Fix
 * Call Quality
 * Ticket Quality
 * Delivery against SLA's
 * Personal & Professional Development