IT Service Desk Technician

Licensed sponsor Leeds Full-time Posted 3 days ago

Contract type: Permanent
Hours: 37.5

Salary: circa £40,000 depending on experience

Location: Leeds (LS1 4HR) OR Birmingham (B2 5DB)

WFH policy: Employees are required to attend the office 2 days/week

Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight.

Reports to: IT Service Operations Manager

Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

Role Summary

The IT Service Desk Technician plays a critical role in delivering day-to-day end-user IT support across the organisation. As the first point of contact for IT-related incidents and service requests, you will help ensure a seamless and professional support experience for all staff.

Reporting to the IT Service Operations Manager, you’ll be part of a collaborative team of seven technicians supporting business-as-usual services through our service desk platform (currently Jira Service Management). You will support a range of technologies across hardware, cloud, and business applications.

This role includes close collaboration with Infrastructure, Architecture, Development, and Data teams, and requires interaction with third-party vendors to ensure smooth service delivery. Support will be provided both face-to-face and remotely, in line with LCCC policies and procedures.

You’ll take pride in delivering a consistent, user-focused experience, and contribute to improving service quality and satisfaction. The role also offers project-based work opportunities.

IT Support & Service Desk Operations

Deliver 1st and 2nd line support for staff across the organisation
Manage incidents and requests through Jira Service Management, ensuring timely resolution within agreed SLAs
Maintain accurate ticket records and escalate issues appropriately
Produce and maintain high-quality knowledge base articles for users and support staff
Provide excellent customer service in person, over the phone, and via remote tools

Technical Environment

End-User Devices & Platforms: Windows 11+, macOS 26+, iOS devices
Cloud & Productivity Platforms: Microsoft 365, Azure AD, Intune (MDM), Autopilot
Collaboration & Workflow Tools: Jira Service Management, Confluence
Business Applications & IAM:
1st line support for internally developed tools
Joiner-Mover-Leaver (JML) processes
Identity and Access Management (IAM) audits
Networking & AV:
Basic network troubleshooting
Audio-visual support for meeting rooms and events

Asset & Hardware Management

Provision and configure laptops, mobile devices, and peripherals
Maintain hardware asset records using ITSM tooling
Manage repairs, warranty replacements, and hardware lifecycle tasks
Support office moves and hardware relocations as required

Cross-Team Collaboration

Work with Infrastructure and other tech teams to resolve complex or cross-functional issues
Contribute to project delivery, including rollout of new technologies and testing of upgrades

Additional Duties

Occasional travel to regional offices
Administrative user management (e.g., AD, Exchange, Intune)
Maintain compliance with LCCC policies and processes
Support and train colleagues in your specialist areas when needed
Carry out other duties as reasonably required

Essential

Proven experience in IT support within a business environment
Strong knowledge of:
Microsoft 365, Azure AD, and Intune
Device provisioning via Autopilot and remote support tools
ITIL-aligned service desk operations and ticket management
Cybersecurity best practices
Experience managing hardware assets, including tracking, auditing, and lifecycle management using ITSM tools
Comfortable working with hardware vendors for repairs and warranty management
ITIL v4 Foundation certified (or equivalent experience)
Familiar with change and access management practices

Desirable

Experience with application packaging tools (e.g., Intune, JumpCloud)
Atlassian platform administration (e.g., Jira workflows, field configs)
Awareness of Agile or DevOps environments

Person Specification

Independent, analytical problem-solver
Collaborates effectively and seeks help appropriately
Proactive mindset with a “get ahead” approach
Confident engaging with stakeholders at all levels
Understands the business impact of IT services and can identify trends or recurring issues
Open to learning and using AI to enhance support or workflows
Empathetic, composed, and pragmatic under pressure
Clear and professional communicator, both written and verbal
Curious about new technologies and committed to continuous improvement
Listens actively and can de-escalate difficult conversations
Eager to self-learn and pursue relevant training

Required Commitments

Excellence

Understand how the latest technology can meet business needs and add value strategically
Communicate internally to ensure team members are aware of system status and resource needs

Diversity

Seek feedback through customer surveys

Dynamic

Resolve issues quickly by ensuring sufficiently qualified resources are available at all times
Ensure proactivity in system maintenance (including certificates, security and latest updates)

Integrity

Communicate changes and issues promptly
Maintain adherence to Cyber Essentials plus security standards and promote user awareness
Maintain professionalism and politeness when engaging with all teams at all levels

Independence

Create and maintain the team knowledge base
Maintain awareness of technological innovation which may be of use to LCCC

As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. Key benefits that may be available depending on the role include:

Annual performance based bonus, up to 10%
25 days annual leave, plus eight bank holidays
Up to 8% pension contribution
Financial support and time off for study relevant to your role, plus a professional membership subscription
Employee referral scheme (up to £1500), and colleague recognition scheme
Family friendly policies, including enhanced maternity leave and shared parental leave
Free, confidential employee assistance, including financial management, family care, mental health, and on-call GP service
Three paid volunteering days a year
Season ticket loan and cycle to work schemes
Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
Employee resource groups