Service Desk Technician -Leeds – 1st to 3rd Line – REF 784

December 6, 2019
Leeds, United Kingdom
Job Type
27,000 plus on call and overtime


Service Desk Analyst Job Description

  • Education Requirements - none but some education around IT/Microsoft preferred
  • Experience Requirements - 2 years plus
  • Industry - Services
  • Qualifications - ITIL preferred but not essential
  • Work Hours 35 hours per week

Purpose of Position

To provide technical MS IT support to the groups end users and carry out daily maintenance tasks in a customer service oriented environment.

Skills and Responsibilities

The key responsibilities of the role include but are not exclusive to:

  • Troubleshoot desktop/laptop and system/network problems, diagnose and solve hardware/software/incidents/problems via phone, email and in person
  • Incident and request management
  • Provide exceptional service support to the business
  • Provide solutions/work arounds to incidents
  • Contribute to polices, processes and procedures
  • Install, maintain and support new applications
  • Prioritise and manage several open cases and mini projects at one time
  • Establish excellent working relationships with the business and 3rd party’s
  • Keep up to date with advancements in technology
  • Ensure appropriate standards and procedures are adhered to
  • Daily systems monitoring
  • Support users on both hardware and software applications

Qualifications Required (Essential and Desired)

ITIL Foundation (or equivalent) 

Experience & Knowledge (Essential & Desirable)

The ideal candidate would have a very high level of customer service experience and past experience working in a helpdesk environment.  Training will be given where appropriate.


  • Previous experience of at least 2 years of working on a Microsoft technical service desk environment – Windows Server, Active Directory
  • Exceptional Customer Service
  • Willingness to travel to other company sites
  • Excellent communication skills, both written and verbal
  • UK Driving License


  • High Standard of incident and request management
  • Excellent troubleshooting and problem solving skills
  • Network troubleshooting, TCP/IP and general WAN/ LAN
  • ITIL Foundation Certified
  • Lotus notes migration to office 365F

Personal Skills & Attributes (e.g. Team Player, Strong Work Ethic)

  • Excellent work ethic with a positive approach to work
  • Excellent temperament with ability to remain calm and focussed in a high pressure environment
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