NexGen Associates
Service Desk Technician
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IT Service Desk Technician
Location: Hybrid – ideally based in Wiltshire or within easy travelling distance of customer sites across South West England
Salary: £30,000–£35,000 per annum
Employment Type: Permanent, Full-Time
Security Clearance: Current or previous SC clearance is desirable. Candidates must be eligible and willing to undergo SC clearance.
About the Role
NexGen Associates is working with a growing technology consultancy to recruit an experienced IT Service Desk Technician on their Managed Services side of the business.
This is an excellent opportunity for someone with at least two years of IT support or service desk experience who is looking to develop their technical skills within a supportive and collaborative environment.
You will act as the first point of contact for customers requiring technical support, diagnosing and resolving a range of hardware, software, network and application issues. The position is hybrid but involves regular travel to customer sites across South West England. Therefore, applicants must hold a full UK driving licence, have access to a vehicle and live within the South West, ideally in Wiltshire.
Key Responsibilities
- Respond to IT support requests by telephone, email, chat and ticketing systems.
- Provide first-line support for hardware, software, network and application issues.
- Create and manage user accounts and access across multiple business applications.
- Log, categorise, prioritise and manage incidents and service requests using an ITSM platform.
- Troubleshoot technical issues and guide users through clear resolution steps.
- Escalate complex or unresolved issues to second and third-line support teams.
- Build, install and configure laptops, desktops, printers and mobile devices.
- Support software installations, updates and licence management.
- Monitor system alerts and logs to identify potential issues proactively.
- Maintain accurate technical documentation, user guides, FAQs and knowledge-base articles.
- Provide timely updates and deliver a consistently high standard of customer service.
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Essential Experience and Skills
- At least two years of experience within an IT service desk, help desk or technical support position.
- Experience supporting Windows and macOS devices within a business environment.
- Knowledge of Microsoft 365, Office, Intune and Azure.
- Experience with Microsoft Entra ID/Azure Active Directory and Active Directory.
- A basic understanding of networking, including TCP/IP, DNS, DHCP and VPNs.
- Experience diagnosing, upgrading and repairing laptops and PCs.
- Experience using ITSM ticketing platforms such as HaloPSA, ServiceNow or Jira.
- Strong troubleshooting and problem-solving skills.
- Excellent communication skills, with the ability to explain technical issues to non-technical users.
- Good organisational skills and the ability to prioritise competing support requests.
- A full UK driving licence, access to a vehicle and the ability to travel to customer sites throughout South West England.
- Eligibility and willingness to undergo UK Security Check clearance.
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Desirable Experience
- Experience with Linux operating systems.
- Experience using remote monitoring and management tools such as N-able N-sight, N-central, Pulseway or ManageEngine.
- Experience working with third-party software vendors or technology providers.
- Previous experience within UK Defence, UK Government or a Cyber Essentials-certified environment.
- A Level 3 or higher qualification in an IT-related discipline.
- Microsoft Azure Fundamentals, Microsoft 365 Fundamentals, CompTIA A+ or ITIL Foundation certification.
- Current or previously held SC clearance.
Additional Requirements
The successful candidate must be willing to:
- Work a shift-based schedule when required.
- Participate in an on-call rota or respond to critical incidents outside normal working hours.
- Travel to customer sites across the South West.
- Lift and move IT equipment, including monitors and desktop computers.
What Is Offered
- Salary of £30,000–£35,000, depending on experience.
- Hybrid working.
- Competitive benefits package.
- Potential performance-related tax-free bonus.
- Professional development and certification opportunities.
- A supportive and collaborative working environment.
- Genuine opportunities for career progression.
NexGen Associates welcomes applications from suitably qualified Service Leavers, Veterans and Reservists, as well as experienced civilian IT professionals.
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