Desktop Support Technician

Salary: DOE

Location:

Bolton

We are seeking a Technology Service Desk Desktop Support Technician to join our dynamic Bolton office.

As a Desktop Support Technician, you’ll play a key role in ensuring our team operates smoothly. From resolving day‑to‑day IT issues to supporting critical tools like AVD, Proclaim Case Management System, email, printing, and phones, your expertise will help drive our success. You’ll handle support requests through our internal Helpdesk system, seeing them through to resolution or escalating to 3rd‑line support when needed.

• Asset Management
• Hardware Procurement
• New Starter, Leaver, and Mover Setups
• Project Delivery Work

We follow the ITIL framework, so incidents, problems, and changes are structured and efficient. While based in Bolton, occasional travel to our other offices may be required.

• 35 hours/week, Monday to Friday (rotating shifts between 8am – 6pm)
• Saturday on‑call cover (remote, 10am – 4pm) as part of a team rota

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, with option to purchase up to 3 extra days per year until reaching long service awards after 5th, 7th, and 9th years
• Pension scheme with tax‑efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work‑life balance
• Varied calendar of funded company social events
• Monthly voucher awards for winning nominees

• Reporting to the Head Of Service Desk
• Complete daily maintenance tasks
• Daily triage of assigned incidents in a methodical manner to meet SLA
• Correct categorisation of all Incidents
• Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks
• Assist with conferences and web meetings where required
• Maintain up‑to‑date Active Directory records for all staff including group memberships and individual attributes
• Prepare AVD, Desktop PCs and laptops and phones from box to production, following rollout procedures
• Carry out staff relocations where staff move between teams – including moving PCs and phones and re‑configuring user group membership
• Carry out staff leaver process to ensure accounts are deactivated timely
• Carry out new staff starter process to ensure all new starters are able to use all job aspects without interruption
• Analyse trends in event logging and helpdesk tickets to find recurring problems and research solutions
• Utilise available tools to keep the team aware of all updates and procedure changes
• Ensure work is managed within agreed project and service management frameworks
• Feed into Problem and Change Management process

• Customer focused approach in everything you do
• Experience of working in a busy IT Contact Centre environment
• Proactive and positive manner
• Excellent written and verbal communication skills
• Excellent organisational skills
• Self‑motivated and able to work effectively alone as well as part of a team
• Logical thinking and problem solving skills
• Experience with Microsoft products such as Office 365 and Teams
• AVD
• Experience in Active Directory
• Azure AD
• Microsoft Endpoint
• Affinity with technology and computer systems
• Experience with Windows, Laptops and Desktop PCs including installing Windows and software
• Experience with Windows Servers and standard network services (DNS, file serving etc.)
• Experience with printing in a network environment
• Experience with 8x8 phone systems including auto‑attendant systems
• Experience with Proclaim
• Hardware experience

• Minimum ITIL V3 or V4 Foundation qualified
• Microsoft accreditation
• Experience of the ITSM lifecycle
• Degree in technical or related discipline
• Experience of working within a professional services organisation

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

Fletchers Group is an inclusive employer with a diverse workforce, and we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive, celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme and are signing up to other diversity standards to reflect our ethos.