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IT Service Desk Technician
Low Carbon Contracts CompanyIT Service Desk Technician supporting LCCC staff across hardware, cloud, and business applications in Leeds or Birmingham. Delivering first- and second-line support, asset management, and technology project assistance.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support, particularly with Microsoft 365, Azure AD, and Intune, while effectively managing incidents and service requests through Jira Service Management. Proficient in hardware asset management and compliance with organizational policies, alongside strong communication and problem-solving skills.
Highest-signal resume keywords
IT Support ExperienceMicrosoft 365 KnowledgeAzure AD ProficiencyITIL v4 Foundation CertificationIncident Management with Jira
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Device Provisioning via AutopilotITIL-Aligned Service Desk OperationsCybersecurity Best PracticesApplication Packaging ToolsHardware Asset ManagementNetwork TroubleshootingAudio-Visual SupportUser ManagementKnowledge Base Article ProductionChange and Access Management
Soft Skills
Analytical Problem-SolverEffective CollaborationStakeholder EngagementClear CommunicationAbility to Work Under Pressure
Tools & Technologies
Jira Service ManagementConfluenceIntuneAutopilotMicrosoft 365Azure ADRemote Support ToolsITSM ToolsAgile EnvironmentsDevOps Environments
Certifications & Qualifications
ITIL v4 Foundation Certification
Industry Keywords
IT SupportService RequestsIncident ManagementHardware Lifecycle ManagementComplianceKnowledge ManagementCustomer ServiceStakeholder EngagementContinuous LearningOrganizational Policies
Tech Stack
Tools & technologiesAzureCyber SecurityiOSITSMMacOS
About the role
Key responsibilities & impact- Deliver first- and second-line IT support for staff across the organisation
- Manage incidents and service requests through Jira Service Management within agreed SLAs
- Maintain accurate ticket records and escalate issues appropriately
- Produce and maintain knowledge base articles
- Provide customer service in person, by phone, and through remote tools
- Support Windows, macOS, iOS, Microsoft 365, Azure AD, Intune, Autopilot, Jira Service Management, and Confluence environments
- Provide first-line support for internally developed tools and support Joiner-Mover-Leaver processes and IAM audits
- Perform basic network troubleshooting and audio-visual support for meeting rooms and events
- Provision and configure laptops, mobile devices, and peripherals
- Maintain hardware asset records and manage repairs, warranty replacements, and hardware lifecycle tasks
- Support office moves and hardware relocations
- Collaborate with Infrastructure and other technology teams on complex issues
- Contribute to projects, technology rollouts, and upgrade testing
- Undertake occasional travel to regional offices
- Perform administrative user management and maintain compliance with organisational policies
- Support and train colleagues in specialist areas
Requirements
What you’ll need- Proven experience in IT support within a business environment
- Strong knowledge of Microsoft 365, Azure AD, and Intune
- Experience with device provisioning via Autopilot and remote support tools
- Knowledge of ITIL-aligned service desk operations and ticket management
- Knowledge of 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 certification or equivalent experience
- Familiarity with change and access management practices
- Experience with application packaging tools such as Intune or JumpCloud is desirable
- Atlassian platform administration experience is desirable
- Awareness of Agile or DevOps environments is desirable
- Ability to work independently as an analytical problem-solver
- Effective collaboration and stakeholder engagement skills
- Clear and professional written and verbal communication
- Commitment to continuous learning and relevant training
- Ability to work under pressure and de-escalate difficult conversations
Benefits
Comp & perks- 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
- Variety of flexible work patterns, including a compressed 9-day fortnight, subject to line manager discretion