Sharp Brains
Desktop Support Specialist
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
IT Incident Technician
IT Incident Technicians are responsible for identifying, troubleshooting, and resolving technical issues within an organisation’s IT infrastructure. This includes logging incidents, diagnosing hardware and software problems, implementing effective solutions, and providing timely updates to end users. They work within an incident management system to track, prioritise, and resolve issues efficiently.
The role primarily focuses on maintaining IT hardware inventory in ServiceNow and providing support for Windows-based devices. The technician applies established procedures and sound judgment under supervision, selecting appropriate methods and techniques to resolve issues. They also act as a liaison between customers, departments, and internal teams to ensure effective problem resolution.
Key Responsibilities
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
- Maintain IT hardware inventory in ServiceNow
- Provide deskside support for Windows systems
- Install and configure software applications
- Troubleshoot, repair, and maintain software and IT infrastructure
- Install, upgrade, and repair end-user computing (EUC) equipment such as desktops, laptops, monitors, and peripherals
- Provide break/fix support and replacement for non-warranty end-user assets
- Support network printers and scanners, including IP configuration and TCP/IP setup
- Deliver warranty and break/fix support for printers and scanning devices
- Support application-related escalations from the helpdesk, including in-house, third-party, and market data applications
- Maintain operating system drivers, software, and firmware updates
- Assist users with remote/home office setups, including VPN and virtual machines
- Ensure adherence to organisational policies and procedures
- Create and maintain technical support documentation
- Collaborate with internal and global support teams across multiple platforms
- Log and manage incidents and service requests in ticketing systems
- Report trends, major incidents, and potential delays to management proactively
- Participate in on-call rotations for after-hours and weekend support
- Stay updated with emerging technologies through continuous learning and training
- Respond across multiple communication channels such as email, Microsoft Teams, and other collaboration tools
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Work Environment
- Office-based role with occasional on-site visits as required
- May require working outside standard business hours for critical incidents
- May involve movement between nearby office locations
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills