IT Service Desk Technician
- London
- £25,000 per year
- Permanent
- Full-time
- Answer and manage incoming calls on the IT Service Desk line, ensuring users receive a friendly and professional service.
- Log all incidents and service requests into the ITSM system with accurate details and categorisation.
- Provide 1st line troubleshooting for hardware, software, Microsoft 365, and network-related issues.
- Escalate tickets promptly to 2nd line, Applications Support, or Infrastructure teams when outside 1st line scope.
- Guide users through basic “how-to” fixes, password resets, and account access issues.
- Ensure all support interactions are documented clearly and updated regularly in the ITSM system.
- Monitor and manage open tickets, ensuring SLAs and response times are met.
- Assist with device setup, installations, and configuration of standard software packages.
- Contribute to Service Desk knowledge base articles to help improve first-time fix rates.
- Maintain a high standard of customer service and act as the voice of IT for the business.
- Experience working in a 1st line IT support or customer service role.
- Exposure to IT Service Desk / call centre environments.
- Experience supporting Microsoft 365 applications and Windows 10/11.
- Familiarity with Active Directory for password resets and account changes.
- Knowledge of logging and escalating incidents via an ITSM tool.
- Strong knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
- Ability to perform password resets, account unlocks, and basic AD administration.
- Good understanding of Windows 10/11 and standard troubleshooting steps.
- Familiarity with mobile devices, laptops, and peripheral support.
- Basic networking awareness (Wi-Fi, VPN, internet connectivity checks).
- ITIL Foundation certification (desirable).
- Microsoft 365 Fundamentals (desirable).
- CompTIA A+ or equivalent entry-level IT certification advantageous.
- Relevant IT qualification or equivalent hands-on experience.