Principal Responsibilities:

Reporting to the IT Services Delivery Manager, you will:

  • Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload
  • Point of contact for end-users in respect of service requests or issues with the IT services
  • Provide first and second line technical support to users
  • Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk
  • Coordinate efforts with local IT Desktop Support and Infrastructure in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery
  • Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services
  • Support users in their understanding on all systems
  • Assist with IT and business management in facilitating routine Disaster Recovery / Business Continuity tests
  • Requirement and willingness to perform ad-hoc duties dependant on change in business requirements
  • Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT
  • Respond to emails received in IT Service Desk mailbox.
  • Resolve as many service requests as possible whilst maintaining quality of service to end users
  • Keep reporting line aware of any service requests that will not meet currently set deadlines
  • Run and complete daily procedures against checklist

Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided to each individual accordingly

PLEASE NOTE: This role is shift based: covering the following times 08:00 - 16:00; 09:00 - 17:00; 09:30 - 17:30

Key Competencies:


Customer Orientation

Problem Solving

Quality Orientation

Team Working

Experience/Technical Skills:


  • Experience of working within a technical help desk / 1+ years previous user support experience (preferable but not essential)
  • Proficient in Microsoft Operating Systems and Office Applications
  • Some knowledge of the following would be welcome but not essential as a trainee:
    • Knowledge IT Service Desk tools
    • Basic knowledge of Active Directory and Exchange
    • Basic understanding of network infrastructure
    • Basic understanding of remote access services (e.g. VPN, remote desktop, etc..)
    • ITIL IT Service Management foundation qualification
    • Knowledge of / awareness of supporting business systems:

      • CRM
      • Document Management
      • Intelligent Office
      Web services


GCSE / Standard qualifications or equivalent

A Level/Higher and/or Degree level achievement

Certified to ITIL v3 Foundation Level