Senior IT Service Desk Technician

Build Your Future With Us

We are a forward‑thinking company with an established presence across the UK and Ireland. Our values – We Commit, We Care, We Collaborate – shape how we work with our clients, partners, and each other. As our business continues to grow, we are looking for dedicated individuals who take pride in their work and want to build a rewarding career within a supportive and collaborative environment.

We are seeking a Senior IT Service Desk Technician to enhance our team and drive success across our high value projects.

• Exciting Projects – Work on varied sector projects and leave a lasting legacy
• Career Growth – Clear progression pathways and continuous professional development
• Collaborative Culture – Be part of a team that values innovation, integrity, and a commitment to excellence
• Competitive Package – Enjoy a competitive salary and great benefits with flexible and hybrid working options

You will provide a high standard of technical support to internal business users, taking ownership of incidents and requests through to resolution where possible. You’ll also act as a point of escalation for the service desk function and support effective ticket prioritisation to meet SLAs and user expectations.

You’ll contribute to service stability and performance through strong troubleshooting, user communication, and proactive involvement in improving ways of working.

The successful candidate will be highly motivated with the ability to understand and manage changing priorities in a complex environment.

• Own and manage ticket prioritisation, ensuring customer impact, risk, and business priority are considered; provide progress updates and resolution.
• Act as point of escalation for technical issues, supporting the wider service desk function, including mentoring junior colleagues.
• Liaise with vendor / third‑party support as required, ensuring timely outcomes and clear updates.
• Support endpoint management activities, including Intune / Autopilot processes.
• Support remote users using tools such as Team Viewer.
• Provide iPhone / mobile device support.
• Support application management activities (e.g. users, access, permissions).
• Provide coaching‑style support and guidance to users, improving self‑service and reducing repeat incidents.
• Maintain the IT asset register and ensure accurate assignment/lifecycle tracking.
• Monitor IT stock levels (laptops, peripherals, mobiles) and coordinate replenishment as required.
• Act as a link between the service desk function and senior IT, contributing to issue visibility, escalation, and improvement discussions.
• Support IT security awareness, including triage and handling of security‑related tickets.
• Involve in project work, including rollouts, service improvements and change activities.
• Maintain documentation and ensure procedures are followed.

A qualification in a relevant discipline, or equivalent practical experience.

• 3+ years’ experience in an IT service desk / support role with end‑to‑end ticket ownership.
• Experience with Active Directory and application access management.
• Experience working in IT Service Desk ticketing systems and queue prioritisation.
• Excellent communication skills – the ability to communicate effectively with technical and non‑technical colleagues at all levels.
• Excellent troubleshooting and analytical skills across endpoint devices and common business applications.
• Experience supporting Microsoft 365 / Office and Microsoft Windows environments.
• Experience supporting endpoint management tooling (e.g. Intune) and device provisioning processes.
• Highly‑organised, and able to manage changing priorities and work effectively in a fast‑paced environment.
• A positive, customer‑focused mindset with a drive to improve service delivery.

• Knowledge of ITIL principles (incident/request/problem management basics).
• Basic hardware repair / break‑fix experience.
• Experience acting as a point of escalation and mentoring / supporting junior colleagues.
• Experience of supporting conferencing systems such as Microsoft Teams.
• Experience supporting printers and troubleshooting common peripherals.
• Awareness of IT security fundamentals (phishing, endpoint hygiene, incident triage).

If you’re ready to take the next step in your career with a company that values your expertise and innovation, we’d love to hear from you! Apply by clicking apply.

McLaughlin and Harvey are an equal opportunities employer committed to creating an inclusive and diverse workplace where everyone is treated with dignity and respect. We welcome applications from all suitably qualified candidates regardless of backgrounds, experiences, and identities. We believe that diverse perspectives strengthen our teams and help us deliver better outcomes for our people, our clients, and the communities in which we work.