IT Service Desk Technician

IT Service Desk Technician

Final date to receive applications: 16 August 2026

Department:
Tech Hub

Employment Type:

Full Time

Location:

Birmingham, England, United Kingdom;
Leeds, England, United Kingdom

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.

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.

• 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 elevate 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

• 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

• 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

• 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

• 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

• 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

• Experience with application packaging tools (e.g., Intune, Jump Cloud)
• Atlassian platform administration (e.g., Jira workflows, field configs)
• Awareness of Agile or Dev Ops environments

• 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

• Understand how the latest technology can meet business needs and add value…