IT Service Desk Technician

Job Title: IT Service Desk Technician

Location: Gloucester

Salary: Up to 35,000 per annum

About the Role:
We are looking for a IT Service Desk Technician to deliver a first-class front-line support service. You will provide assistance to users with network, application, and device issues, ensuring timely and effective resolution in line with agreed service levels.

You will handle support requests via the self-service portal, telephone, and occasional in-person visits, providing reassurance, clear solutions, and a positive customer experience. Your role will also involve updating knowledge bases, following established processes, and maintaining accurate asset records.

Key Responsibilities:

• Respond promptly to incidents and service requests, resolving issues within published SLA targets.
• Escalate complex incidents appropriately within the IT team.
• Maintain accurate records and documentation in line with IT processes.
• Update Standard Operating Procedures (SOPs) and knowledge articles, sharing best practices with colleagues.
• Support colleagues in achieving team support objectives.
• Visit users on-site or at other offices to troubleshoot, configure, and advise on IT equipment and software.
• Promote ICT Self Service tools and resources to enhance user experience.

Skills & Experience:

• Proven experience in a Service Desk or IT support role.
• Strong understanding of IT infrastructure, Microsoft products, and hardware devices.
• Excellent customer service and communication skills, with the ability to listen and ask probing questions.
• Experience with Active Directory, Exchange Management Console, Windows 10/11, Intune, Microsoft Office 2016/365, Outlook, and SharePoint.
• Knowledge of Incident, Problem, Change, and Configuration Management processes (ITIL Foundation V4 desirable).
• Adaptable, quick thinker, and capable of working effectively in a diverse and changing environment.