Salary: £34,000 - 74,000 per year Requirements: A qualification in a relevant discipline, or equivalent practical experience 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, capable of interacting effectively with technical and non-technical colleagues at all levels 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 in a fast-paced environment A positive, customer-focused mindset with a drive to improve service delivery Knowledge of ITIL principles (incident/request/problem management basics) (desirable) Basic hardware repair / break-fix experience (desirable) Experience acting as a point of escalation and mentoring junior colleagues (desirable) Experience of supporting conferencing systems such as Microsoft Teams (desirable) Experience supporting printers and troubleshooting common peripherals (desirable) Awareness of IT security fundamentals (phishing, endpoint hygiene, incident triage) (desirable) Responsibilities: Provide a high standard of technical support to internal business users Own and manage ticket prioritisation, ensuring customer impact, risk, and business priority are considered, providing progress updates and resolution Act as a point of escalation for technical issues, supporting the wider service desk function, including mentoring junior colleagues Liaise with vendor / third-party support as required, ensuring timely outcomes and clear updates Support endpoint management activities, including Intune / Autopilot processes Assist remote users using tools such as TeamViewer Provide iPhone / mobile device support Support 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 Act as a link between the service desk function and senior IT, contributing to issue visibility, escalation, and improvement discussions Support IT security awareness, including triage and handling of security-related tickets Get involved in project work, including rollouts, service improvements, and change activities Maintain documentation and ensure procedures are followed Technologies: Active Directory Hardware Support ITIL Microsoft 365 Mobile Security Windows Office 365 More: 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. We offer exciting projects that leave a lasting legacy, career growth with clear progression pathways and continuous professional development, and a collaborative culture that values innovation and integrity. Our competitive package includes a great salary and benefits with flexible and hybrid working options. We are looking for a dedicated Senior IT Service Desk Technician to enhance our team and drive success across our high-value projects. last updated 10 week of 2026