Senior IT Support Technician

Based: Head Office

Reports to: Head of Technology

Provide senior second-line technical support to internal employees while overseeing the effective day-to-day operation of the IT Helpdesk. The role ensures service requests are delivered in line with agreed SLAs and standards, while coordinating team workload, prioritising assignments, supporting junior team members, and reporting progress and risks to the Line Manager.

• Act as a senior escalation point for second-line technical support, ensuring complex issues are resolved efficiently and root causes are identified.
• Ensure all IT incidents and service requests are accurately logged, tracked, and updated within the IT Helpdesk system.
• Resolve the majority of service requests at first point of contact, with a strong focus on preventing recurring issues.
• Manage and progress unresolved calls to ensure timely resolution, maintaining visibility of priorities and risks.
• Maintain accurate and up-to-date IT asset records within the IT Asset Register.

• Agree daily and weekly priorities (e.g. new starters, hardware issues, business-critical incidents, maintenance activities).
• Plan and coordinate site visits for remote offices.
• Escalate issues that require extended investigation or exceed agreed resolution time frames.
• Monitor long-standing tickets and ensure timely escalation where required.
• Agree and maintain targets for maximum unresolved calls at the end of each working week.
• Support the allocation and prioritisation of tasks across the support team, ensuring workloads are balanced and deadlines are met.
• Provide guidance and support to team members to help them complete assigned tasks effectively and to the required standard.
• Ensure clear handover and reallocation of tickets when required, maintaining continuity of service.
• Monitor team progress and highlight risks, blockers, or capacity issues to the Line Manager.
• Act as a key point of contact for internal stakeholders, ensuring users are kept informed of progress, delays, and resolutions.
• Communicate technical issues clearly and professionally to non-technical users.
• Maintain a strong customer-service focus, ensuring consistent and positive user experience.

• Identify trends and recurring issues within helpdesk requests.
• Analyse root causes and recommend long-term solutions (e.g. training improvements, process changes, hardware or supplier changes).
• Contribute to documentation, procedures, and knowledge-base materials to improve service efficiency and reduce repeat incidents.
• Provide regular updates and reports to the Line Manager on workload, performance, risks, and improvement opportunities.

• Strong technical knowledge of operating systems, networks, servers, and security
• Strong knowledge of Microsoft operating systems and enterprise IT environments
• Experience setting up, configuring, and supporting laptops and desktops
• Installing and maintaining authorised software
• Applying security patches and system upgrades to endpoints
• Fault diagnosis and resolution for hardware, software, and network issues
• User account management in line with HR and security requirements
• Asset management and licensing control
• Experience supporting network infrastructure and telephony systems
• Excellent organisational skills with the ability to manage competing priorities and deadlines
• Proven ability to plan, prioritise, and coordinate work for self and others
• Strong communication skills, with the ability to explain technical concepts to non-technical audiences
• Demonstrated experience supporting or mentoring colleagues in a team environment
• Proactive, detail-oriented, and solution-focused approach
• Ability to report clearly on progress, risks, and issues to line management

• 25 days annual leave + bank holidays (increasing with length of service)
• Christmas & New Year shutdown period
• Pension scheme
• Specsavers scheme
• Access to 1000's of student discounts inc. Unidays, Student Beans and TOTUM
• £500 employee referral bonus scheme
• Enhanced sick pay & maternity reward vouchers
• Employee well-being and assistance programme
• Access to EV company car scheme
• Life assurance cover

Employment is subject to a satisfactory enhanced DBS check & references.

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