IT Support Technician
Hybrid – Leeds office 3 days a week (essential)
£24,000 - £27,000 per annum + benefits
Hello from Bspoke Insurance Group
We know you'll likely search for us before applying, so we'll keep this short.
The Bspoke Group provides insurance solutions tailored for an evolving world. We're proud to have been awarded MGA of the year in the National Insurance Awards 2025.
Our vision is to offer niche products through multiple distribution channels, whilst maintaining our specialist trademark.
We're rapidly growing, and that's where you come in.
Why join Bspoke?
Joining Bspoke means more than just having a job. We don't follow the usual corporate path – instead, we embrace a dynamic and non-traditional approach. We're a driven, passionate team that's genuinely excited about what we do, and we're proud of it. Delivering exceptional experiences for both our colleagues and customers starts with ensuring a fantastic experience for our team.
Our values serve as a compass reflect our Group's core principles and ethics, to enable us to deliver the best outcomes for our colleagues. Here's a snapshot of our values, so you can see what we're all about: Relentlessly collaborate, defeated by nothing, proud to be ambitious, agile at our core and we are our people.
Role overview
The Internal IT Helpdesk Support role serves as the first point of contact for technical assistance across the organisation. It is responsible for efficiently managing and resolving IT incidents and service requests to minimise disruption to daily operations. The role supports employees in the effective use of IT systems, hardware, and applications, contributing to a reliable and responsive technology environment that enables business continuity and productivity.
Key Accountabilities
* Act as the first point of contact for employees seeking IT support via phone, email, or the ticketing system.
* Diagnose and resolve technical issues related to hardware, software, mobile devices, and peripheral equipment.
* Provide user support for core business applications, including Microsoft 365, collaboration tools, and line-of-business systems.
* Administer user accounts, permissions, and security groups across Active Directory, Microsoft 365, and other relevant platforms.
* Support onboarding and offboarding processes, including device setup, software installation, and access provisioning.
* Monitor, prioritise, and manage service tickets in line with agreed service level agreements (SLAs).
* Escalate complex or unresolved incidents to second- or third-line support teams or external vendors as appropriate.
* Maintain accurate documentation of issues, resolutions, and updates within the IT knowledge base.
* Assist with routine IT operations such as patching, system upgrades, and scheduled maintenance activities.
* Contribute to the ongoing improvement of IT service delivery and the overall end-user experience.
Skills And Experience
Essential
* Previous experience in an IT helpdesk, desktop support, or similar technical support role.
* Minimum of 2 years' experience providing IT support in a professional environment.
* Solid working knowledge of Windows operating environments
* Familiarity with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive
* Understanding of core networking concepts such as VPN, DNS, DHCP, and Wi-Fi
* Experience in account administration using Active Directory
* Proficiency in using IT ticketing systems (e.g. Freshdesk, Freshservice)
* Strong analytical and problem-solving abilities
* Excellent communication and interpersonal skills, with a focus on customer service
* Ability to manage multiple priorities and perform effectively under pressure
* High attention to detail with a methodical and organised approach
* Collaborative team player with a proactive attitude and willingness to learn
Desirable
* Experience supporting hybrid and remote working environments
* Exposure to endpoint security tools and mobile device management platforms
* Industry-recognised certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
* Experience supporting hybrid and remote working environments.
* Exposure to endpoint security tools, mobile device management solutions, or cloud platforms (e.g. Microsoft Azure)
Sounds like you?
We at Bspoke are ready so if this role sounds like you apply today. If we're lucky to be inundated with quality applications we may close the application early, so what are you waiting for?