ICT Service Desk Technician: 1st Line IT Support Pro

Volkerrail Group; Hoddesdon; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A leading contracting group in the United Kingdom is looking for a Service Desk Technician to provide dynamic first-line support within their ICT team. This role involves troubleshooting technical issues across various platforms, ensuring fast resolutions and exceptional customer service. Candidates should have experience in a similar position, with strong communication and organizational skills. The selected individual will engage with over 2,000 users, contributing to team initiatives and wider projects while enjoying a competitive salary and a range of benefits.

Benefits

Competitive salary

Annual leave with additional birthday day off

Private medical care

Pension

Life Assurance

Cycle to Work scheme

Training and development opportunities

Employee Assistance programme

Qualifications

• Demonstrable experience in a similar role within a service desk or contact centre environment.
• Natural flair for providing great customer service and clear communication.
• Strong organisational skills and a collaborative approach.
• Proactive mindset and genuine enthusiasm for technology.

Responsibilities

• Providing first‑line support via phone, in person, and onsite at our head office.
• Logging and managing support tickets in our ITSM system with clarity and precision.
• Troubleshooting and resolving issues quickly, aiming for first‑time fixes.
• Escalating complex issues with detailed documentation to ensure smooth handover.
• Delivering exceptional customer service to colleagues and external partners alike.
• Contributing to team meetings and continuous improvement initiatives.
• Sharing knowledge and best practices to help the whole team grow.
• Getting involved in exciting ICT projects and supporting wider service desk duties.

Skills

Customer service

Technical troubleshooting

Organizational skills

Communication

Collaboration

Tools

Microsoft 365

Windows 11

Android

Job description

A leading contracting group in the United Kingdom is looking for a Service Desk Technician to provide dynamic first-line support within their ICT team. This role involves troubleshooting technical issues across various platforms, ensuring fast resolutions and exceptional customer service. Candidates should have experience in a similar position, with strong communication and organizational skills. The selected individual will engage with over 2,000 users, contributing to team initiatives and wider projects while enjoying a competitive salary and a range of benefits.