IT Service Desk Technician

Job Vacancy

The 1st / 2nd Line IT Support Desk Technician is responsible for delivering high-quality IT support to over 220 employees across seven offices. 
 
The role is primarily focused on providing first and second line support for hardware, software, Microsoft 365 services and business applications, ensuring users receive a professional, responsive and effective support experience.
 
This role requires you to have a Full UK driving licence and access to a vehicle to travel to our offices to support end users as and when needed.

Please note: This is an office based vacancy, based in Marks Tey, Colchester. 
 
THE ROLE
 
Service Desk Support

• Provide first and second-line IT support to employees across multiple offices.
• Respond to support requests through the Service Desk Portal and telephone.
• Manage incidents and service requests within agreed timescales.
• Keep support tickets accurate and up to date, recording actions and resolutions.
• Escalate more complex issues to senior members of the IT team when required.
• Keep users updated on progress and expected resolution times.

 
End User Support

• Troubleshoot issues with computers, laptops, mobile devices and other IT equipment.
• Resolve hardware, software, printing and connectivity issues.
• Support users with Windows, Mic