Senior IT Service Desk Technician

McLaughlin & Harvey; Bellshill; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A progressive construction company in Bellshill is seeking a Senior IT Service Desk Technician to join their growing team. The role involves providing high-quality technical support to internal users, managing ticket prioritization, and serving as an escalation point for technical issues. The successful candidate will possess over 3 years of experience in IT service desk roles and excellent troubleshooting skills. This position also offers opportunities for career growth within a collaborative environment.

Benefits

Career Growth

Competitive Package

Flexible working options

Qualifications

• 3+ years’ experience in an IT service desk/support role.
• Experience with end-to-end ticket ownership.
• Highly organized and able to manage changing priorities.

Responsibilities

• Provide high standard technical support to internal users.
• Own and manage ticket prioritization for incidents.
• Act as a point of escalation for technical issues.

Skills

Active Directory

Microsoft 365

IT Service Desk ticketing systems

Excellent communication skills

Troubleshooting skills

Education

Relevant discipline qualification or equivalent practical experience

Tools

Intune

Microsoft Windows

TeamViewer

Job description

Build your Future with Us!

We are a forward-thinking Company with an established presence across the UK and Ireland. Our values We Commit, We Care, We Collaborate shape how we work with our clients, partners, and each other.

As our business continues to grow, we are looking for dedicated individuals who take pride in their work and want to build a rewarding career within a supportive and collaborative environment. We are seeking a Senior IT Service Desk Technician to enhance our team and drive success across our high value projects.

Why join us

• Exciting Projects – Work on varied sector projects and leave a lasting legacy
• Career Growth – Clear progression pathways and continuous professional development
• Collaborative Culture – Be part of a team that values innovation, integrity, and a commitment to excellence
• Competitive Package – Enjoy a competitive salary and great benefits with flexible and hybrid working options

What you will be doing

You will provide a high standard of technical support to internal business users, taking ownership of incidents and request through to resolution where possible. You’ll also act as a point of escalation for the service desk function and support effective ticket prioritisation to meet SLAs and user expectations.

You’ll contribute to service stability and performance through strong troubleshooting, user communication, and proactive involvement in improving ways of working.

The successful candidate will be highly motivated with the ability to understand and manage changing priorities in a complex environment.

The main responsibilities for this role include:

• Own and manage ticket prioritisation, ensuring customer impact, risk, and business priority are considered, providing progress updates and resolution.
• Point of escalation for technical issues, supporting the wider service desk function, including mentoring junior colleagues
• Liaison with vendor / third-party support as required, ensuring timely outcomes and clear updates
• Supporting endpoint management activities, including Intune / Autopilot processes
• Supporting remote users using tools such as TeamViewer
• Providing iPhone / mobile device support
• Supporting application management activities (e.g. users, access, permissions)
• Provide coaching-style support and guidance to users, improving self-service and reducing repeat incidents
• Maintain the IT asset register and ensure accurate assignment/lifecycle tracking
• Monitor IT stock levels (laptops, peripherals, mobiles) and coordinate replenishment as required
• Acting as a link between the service desk function and senior IT, contributing to issue visibility, escalation, and improvement discussions
• Supporting IT security awareness, including triage and handling of security-related tickets
• Involvement in project work, including rollouts, service improvements and change activities
• Maintaining documentation and ensuring procedures are followed

What We’re Looking For

Qualifications

• A qualification in a relevant discipline, or equivalent practical experience

Experience

Essential

• 3+ years’ experience in an IT service desk / support role with experience of end-to-end ticket ownership
• Experience with Active Directory and application access management
• Experience working in IT Service Desk ticketing systems and ticket queue prioritisation
• Excellent communication skills. The ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation.
• Excellent troubleshooting and analytical skills across endpoint devices and common business applications
• Experience supporting Microsoft 365 / Office and Microsoft Windows environments
• Experience supporting endpoint management tooling (e.g. Intune) and device provisioning processes
• Highly-organised, and able to manage changing priorities and work effectively in a fast-paced environment
• A positive, customer-focused mindset with a drive to improve service delivery

Desirable

• Knowledge of ITIL principles (incident/request/problem management basics)
• Basic hardware repair / break-fix experience
• Experience acting as a point of escalation and mentoring / supporting junior colleagues
• Experience of supporting conferencing systems such as Microsoft Teams
• Experience supporting printers and troubleshooting common peripherals
• Awareness of IT security fundamentals (phishing, endpoint hygiene, incident triage)

How to Apply

If you’re ready to take the next step in your career with a company that values your expertise and innovation, we’d love to hear from you! Apply by clicking apply below.

Join us on our journey to #BuildingTogetherUnlockingPotential

McLaughlin and Harvey are an equal opportunities employer who are committed to creating an inclusive and diverse workplace where everyone is treated with dignity and respect. We welcome applications from all suitably qualified candidates regardless of backgrounds, experiences, and identities. We believe that diverse perspectives strengthen our teams and help us deliver better outcomes for our people, our clients, and the communities in which we work.