IT Service Desk Technician

• Act as the first point of contact for IT support via phone, email, Microsoft Teams and the service management system
• Log, manage and progress incidents and service requests accurately and professionally
• Diagnose and resolve hardware, software and Microsoft 365‑related issues
• Build, configure and support end‑user devices using standard images and tools
• Support joiner, mover and leaver processes, including equipment provisioning and returns
• Maintain accurate IT asset records and supporting documentation
• Escalate issues appropriately to Workplace Operations, Cloud Operations or Security teams when required
• Contribute to knowledge base articles and ongoing service improvement activity

• Experience in an IT support or service desk environment
• Knowledge of Windows 10/11, Microsoft 365 and end‑user devices
• Exposure to identity and access management using Entra ID (Azure AD)
• Understanding of basic IT security principles and patching
• Familiarity with IT service management tools
• Strong troubleshooting and problem‑solving skills
• Clear and professional communication skills, particularly with non‑technical users
• Ability to manage multiple tasks and priorities effectively
• Good documentation skills and attention to detail
• A collaborative approach to working within an IT team
• ITIL Foundation and Microsoft certifications are desirable, but not essential

ITIL Foundation and Microsoft certifications are desirable, but not essential

• A starting salary between £30,000 - £40,000, negotiable depending on experience
• A flexible working approach, the role will be based in our Manchester city centre office, with some home based working available (you must have suitable Wi-Fi, and provide your own office set-up for time spent working from home)
• Up to 10% pension contribution
• 2 x life cover
• Enhanced maternity / adoption leave
• Annual salary review
• 25 days annual leave plus 8 bank holidays
• An additional day’s holiday for your birthday every year
• An extra day’s holiday to take on Christmas Eve each year
• Access to our buy and sell holiday scheme
• Opportunity for flexible working
• Electric Vehicle salary sacrifice scheme
• Discounts and savings via our employee benefits portal
• Health and wellbeing support via our Employee Assistance Programme
• Company wide volunteering scheme