IT Service Desk Technician

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. Role Summary: 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. Key Responsibilities IT Support & Service Desk Operations 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 escalate 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 Technical Environment 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 Asset & Hardware Management 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 Cross-Team Collaboration 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 Additional Duties 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 Skills Knowledge and Expertise Essential 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 Desirable Experience with application packaging tools (e.g., Intune, JumpCloud) Atlassian platform administration (e.g., Jira workflows, field configs) Awareness of Agile or DevOps environments Person Specification: 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 Required Commitments: Excellence Understand how the latest technology can meet business needs and add value strategically Communicate internally to ensure team members are aware of system status and resource needs Diversity Seek feedback through customer surveys Dynamic Resolve issues quickly by ensuring sufficiently qualified resources are available at all times Ensure proactivity in system maintenance (including certificates, security and latest updates) Integrity Communicate changes and issues promptly Maintain adherence to Cyber Essentials plus security standards and promote user awareness Maintain professionalism and politeness when engaging with all teams at all levels Independence Create and maintain the team knowledge base Maintain awareness of technological innovation which may be of use to LCCC Employee Benefits As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. Key benefits that may be available depending on the role include: Annual performance based bonus, up to 10% 25 days annual leave, plus eight bank holidays Up to 8% pension contribution Financial support and time off for study relevant to your role, plus a professional membership subscription Employee referral scheme (up to £1500), and colleague recognition scheme Family friendly policies, including enhanced maternity leave and shared parental leave Free, confidential employee assistance, including financial management, family care, mental health, and on-call GP service Three paid volunteering days a year Season ticket loan and cycle to work schemes Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers Employee resource groups