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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service desk technician - **Company:** Amiculum - **Location:** Manchester, UK - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Windows Desktop, Information Technology, Patch Management - **Published:** June 6, 2026 - **Apply:** https://careers.amiculum.biz/jobs/7857967-service-desk-technician ## About the Role * At least 2 years' experience in an IT Service Desk role, supporting across multiple levels (first and second line, with exposure to more complex issues) * Strong technical expertise in troubleshooting Windows and Microsoft 365 environments, alongside Active Directory administration and patch management * Experience diagnosing and resolving a broad range of hardware, software and system issues, with a practical and solution-focused approach * A proactive mindset, with the confidence to identify trends, anticipate user needs and reduce repeat tickets through training, communication and preventative action * The ability to communicate clearly and confidently with stakeholders at all levels, including providing updates during incidents and promoting a positive IT presence * Experience producing simple, user-friendly guidance and training materials to support effective use of IT systems * A willingness to take ownership of continuous improvement, contributing ideas and driving better processes and accountability across IT support * A flexible approach to working hours to support global teams and maintain effective coverage across different locations * A strong ability to work both independently and collaboratively within a team environment ## Description Our in-house Technology and Data Security team plays a critical role in supporting Amiculum's global business, maintaining our infrastructure and assist over 300 colleagues worldwide. We are looking for a proactive and user-focused IT support professional who not only resolves issues but actively improves the user experience across the business. The role This role is centred on proactive IT support, with a strong emphasis on anticipating and preventing issues alongside resolving tickets reactively. The position involves identifying recurring problems, addressing root causes and continuously improving processes and documentation. There is a clear expectation to take ownership of ongoing improvements that enhance overall system reliability and user experience. This role requires working in our city centre Manchester office for a minimum of 2 days per week and flexible hours to facilitate global support. Key responsibilities * Provide first- and second-line IT support, acting as a key point of contact for resolving a broad range of technical issues across the business * Maintaining the IT ServiceDesk and resolving requests for team members based in other locations (logging, tracking and closing service desk requests) in line with agreed Service Level Agreements (SLAs), ensuring timely resolution, appropriate prioritization and regular stakeholder updates * Diagnose and resolve hardware, software and system issues, escalating where appropriate * Provide day-to-day support and administration of IT hardware and meeting room technology, ensuring a smooth user experience * Deliver onboarding for new starters, including system setup and initial IT induction, as well as setting up and administering equipment for new starters and existing colleagues * Provide training and ongoing guidance to colleagues on best practice, ensuring confident and effective use of IT systems and clear communication of updates ## Related Videos - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Less Is More: How Lagom and Agile Can Create Harmonious Workflows](https://www.wearedevelopers.com/videos/1993-less-is-more-how-lagom-and-agile-can-create-harmonious-workflows) - [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) - [Blazor Unleashed: The Future of .NET Web Development](https://www.wearedevelopers.com/videos/1564-blazor-unleashed-the-future-of-net-web-development) - [Kubernetes dev is fun, but setup and ops isn't! 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