IT Service Desk Technician

Job Title: IT Service Desk Technician
Location: Northampton

**Salary**: £27,000 pa
I am delighted to be working with my client in based in Northampton. They are currently seeking to hire a IT Service Desk Technician to join their team.
Provide excellent service to internal and external customers, forming part of the team that acts as the single point of contact between the IT service provider(s) and the users. The service desk manages incidents, service requests and handles communicationwith the users
Key Accountabilities
- Ensure incidents and service requests are appropriately captured, responded to, and resolved to agreed SLAs
- Assist/help provide cover to IT Service Desk Supervisor to manage team support queues, system outages and necessary communication to end users, managers, and vendors.
- Maintenance, configuration and troubleshooting of a variety of hardware environments and software platforms
- Set up new starters with required access and remove access for leavers in line with authorised IT Request Forms.
- Allocate rights to effectively control access to data via access to systems
- Liaise and engage with 3rd Party Service Desks where appropriate, track status of all problems/requests passed onto third parties. Chase in timely fashion and keep all parties informed of progress
- Populate and maintain a knowledge base for IT Services
- Adhere to and improve IT Processes and Procedures
- Actively promote available IT Services and the department as a whole
- Liaise with core solution providers to ensure optimum service is achieved.
Maintain the IT Service Desk tool and all associated knowledge base articles, standard operating procedures, user guides and training materials. Coordinate interaction between users and resolvers (internal and external) of IT services.
The role holder is expected:

- Act as principal point of contact on all IT incident and service requests.
- Influence the development of the IT Roadmap with specific attention to any areas of specialism
- Oversee vendors, partners, and staff in the resolution of IT incidents and service requests
- Communicate effectively with Customers, Suppliers, Management and Peers
- Promote and assist in ensuring adherence to best practice around Information Technology General Controls (ITGCs)
- Support the identification and monitoring of key business and departmental KPIs
- Mentor more junior or less experienced IT staff in their day-to-day roles
- Drive change to improve IT processes and utilisation of available toolsets
- to comply with all aspects of the Forterra Compliance Policy
- to ensure that all the business/operations are performed in accordance with instructions and procedures and in such a way to prevent any fraudulent activities taking place
- to comply with the Health & Safety at Work Act 1974 and to observe the requirements of the Company Safety Policy and other relevant legislation
- to update all areas of knowledge as required to carry out the job with maximum effectiveness and to attend training/development courses as and when required
- to comply will all aspects of the HR Policies and Procedures of the Company
Education/Skills/Qualifications
- Minimum of 3 Years IT experience in a support environment
- IT Qualification preferred but not essential
- Knowledge of ITIL Processes and ITIL Foundation certificate is desirable.
- Excellent verbal communication, positive attitude, committed and Team Player.
Core Values/Behaviours
Safety First
Safety is our number one priority. Everyone who works with us should feel safe. We are each responsible for our own safety, health and well-being, and for creating an accident-free environment.
People Matter
We strive to treat everyone fairly, involve them in decision-making and have open communication channels. This helps create an engaging workplace that attracts and retains successful people.
Customer Focus
Our business is dependent on its customers. We work hard to develop strong, mutually beneficial relationships that ensure we are always their preferred supplier.
Trusted to Deliver
Working to the highest standards of compliance and environmental management - and mindful of our responsibility as a good neighbour - we manufacture and supply industry-leading products, delivering them where and when our customers need them.
Driving Improvement
We embrace change and are open to new initiatives that bring better ways of working. We endeavour to continually improve all aspects of our business and performance.
In addition to these functions employees are required to carry out such other duties as may reasonably be required.
If you are interested in this position, please send your CV to or call Liam on