Service Desk Technician

4 weeks ago

Newcastle Emlyn, United Kingdom BCC IT Full time

Service Desk Technicians


Have you got what it takes to succeed The following information should be read carefully by all candidates.

We’re seeking suitably skilled Service Desk Technicians to join our exceptional customer-focused technical team.

As a Service Desk Technician, you’ll play a crucial role in providing efficient IT support and assistance to our clients. Your primary responsibilities will include handling helpdesk enquiries, resolving technical issues, and occasionally performing on-site tasks. 

Roles Available:

Desktop Support Technician (1st and some 2nd line):

·       Respond to user queries via phone, e-mail, and chat application.

·       Troubleshoot hardware and software issues.

·       Ensure prompt and SLA-compliant resolution of technical issues.

·       Keep users informed about issue resolution.

Escalation Technician (generally 2nd and 3rd lines):

·       Handle complex technical escalations.

·       Collaborate with cross-functional teams to address critical incidents.

·       Assist the Desktop Support Team during peak workloads.

·       Provide face-to-face support when necessary.

Candidates should be passionate about technology and helping people, this will include assisting your colleagues by accurately recording your work and documenting in general. Successful applicants will possess exceptional customer-facing skills and the ability to handle confidential information with utmost professionalism. Whether communicating with tech-savvy clients or those less familiar with technical jargon, you’ll do so in a respectful and non-condescending manner. 

Experience in hardware, software, hosted environments (such as Microsoft 365), and operating system functionality or equivalent training and/or education will be extremely beneficial. A solid understanding of Ethernet and IP-based networking is essential. Customer service experience is preferred, and additional skills such as hardware repair and familiarity with telephone systems are highly desirable.

The roles will include rota-based weekend work with occasional additional, payable overtime.

Salary will be dependent on experience and skills, but as a guide:

Level 1 – 2         £22,000 to £27,000 per annum

Level 2 – 3         £26,000 to £32,000 per annum

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