Exciting opportunity!

Desktop Service Analyst, Wescot Credit Services, Hull – HU1
Permanent role working 35 hours per week

We are looking for a customer-focused and technically skilled Second Line Technician to join our Desktop Services Team based in Hull. This is a predominantly on-site role, providing a blend of face-to-face and remote support to colleagues across the organisation. You will act as a key escalation point for technical issues, troubleshooting and resolving hardware, software, Microsoft 365, networking and endpoint support incidents while ensuring a high standard of customer service and user satisfaction.

This role is ideal for an experienced IT professional or an ambitious First Line Technician looking to take the next step in their career, combining technical problem-solving with both face-to-face and remote user support. As a visible member of the IT team, you will build strong relationships with users, communicate technical information clearly, and take ownership of issues through to resolution. Alongside day-to-day support activities, you will contribute to IT projects, device deployments and continual service improvements, helping to deliver a professional and responsive IT service across the organisation.

Key Accountabilities & Responsibilities

• Provide second-line support for incidents and service requests, resolving technical issues in line with agreed service levels.
• Act as an escalation point for complex issues, performing detailed troubleshooting and root cause analysis.
• Manage and prioritise support tickets, project tasks and service requests, ensuring users are kept informed throughout.
• Support the deployment, configuration and maintenance of hardware, software, Microsoft 365 services and endpoint devices.
• Collaborate with IT colleagues and business stakeholders to ensure technical priorities align with operational requirements.
• Identify and contribute to service improvements, helping to enhance efficiency, user experience and service delivery.
• Support the implementation of system changes, upgrades and technology projects in accordance with established processes.
• Maintain technical documentation, knowledge articles and support procedures to promote knowledge sharing and service consistency.
• Provide technical guidance and knowledge sharing to first-line colleagues and other IT team members.
• Work within ITIL best practices for Incident, Request, Problem and Change Management, ensuring accurate documentation and process compliance.
• Maintain compliance with Information Security policies and escalate significant risks, recurring issues and major incidents where appropriate.
• Deliver excellent customer service through both face-to-face and remote support.
• Support the management of IT assets throughout their life-cycle, ensuring inventory records remain accurate and devices are deployed, recovered and disposed of in line with company policies.