IT Service Desk Support Technician

Project & Change
Nottingham
October 3, 2025
£25000 - £32000 / year
Urgent
Application ends: May 12, 2026
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Job Description

We are looking for an enthusiastic IT Service Desk Support Technician to join our support team. You will be the first point of contact for users who require technical assistance, providing timely and effective support across hardware, software, and network-related issues. This role is perfect for someone with excellent communication skills, strong troubleshooting ability, and a passion for delivering high-quality customer service.

You will work in a busy service desk environment, ensuring incidents are logged, prioritised, and resolved within agreed SLAs while maintaining a positive user experience.

Key Responsibilities

  • Act as the first point of contact for all IT support queries via phone, email, and ticketing systems

  • Diagnose and resolve issues related to desktops, laptops, printers, and mobile devices

  • Provide software support for common applications including Microsoft 365

  • Troubleshoot network connectivity problems and escalate when necessary

  • Log, track, and update all incidents and requests in the service desk system

  • Ensure tickets are resolved efficiently and within established SLAs

  • Set up new user accounts, permissions, and access rights

  • Assist with onboarding activities such as device setup and configuration

  • Maintain accurate documentation for processes, fixes, and common issues

  • Escalate more complex technical issues to second-line support teams

Key Skills & Experience

Essential:

  • Previous experience in a Service Desk or IT Support role

  • Strong knowledge of Windows operating systems and Microsoft 365

  • Understanding of basic networking concepts such as DNS, DHCP, and VPN

  • Good problem-solving and troubleshooting skills

  • Excellent communication and customer service abilities

  • Ability to prioritise tasks in a fast-paced environment

  • Experience using IT ticketing systems

Desirable:

  • CompTIA A+, ITIL Foundation, or Microsoft certifications

  • Experience supporting Active Directory and Exchange environments

  • Familiarity with remote support tools

  • Basic understanding of IT security best practices

  • Knowledge of hardware deployment and imaging processes

What We Offer

  • Competitive salary with opportunities for progression

  • Training and support for relevant IT certifications

  • Pension scheme and paid annual leave

  • Hybrid working flexibility, depending on business needs

  • A supportive and collaborative team environment

  • Exposure to a wide range of technologies and support scenarios