IT Support Technician

IT Support Technician

We have an exciting, permanent opportunity for an experienced IT Support Technician to join our Leeds office (hybrid working).

You'll provide high-quality technical support and service delivery across the organisation, ensuring incidents and service requests are resolved efficiently and in line with agreed service levels. The role is responsible for supporting end users, maintaining IT systems and services, contributing to service management processes, and driving a positive customer experience through effective communication, problem-solving, and continuous improvement. As the IT Support Technician you will collaborate with wider IT teams, maintain accurate documentation, and help ensure the reliability, availability, and security of business technology services.

A snapshot of your day

• Deliver excellent IT support and customer service to colleagues across the business, communicating effectively with users, keeping them informed of progress, actions, and resolutions.
• Manage and resolve incidents, requests, and tasks through the IT Service Management platform within agreed service levels.
• Diagnose and resolve hardware, software, networking, Microsoft 365, and device-related issues through effective troubleshooting and technical analysis.
• Contribute to ITIL-aligned service management processes and continual service improvement.
• Monitor and maintain IT systems and services, identifying potential issues and taking proactive measures to minimise disruption.
• Assist with onboarding, offboarding, user account administration, access provisioning, and equipment deployment activities.
• Identify recurring issues, trends, and opportunities for service improvement, escalating concerns where appropriate.
• Support IT projects, system upgrades, office technology deployments, and technology improvement initiatives as required.