IT Service Desk Technician

The BES Group are the leading end to end solution provider in the Testing, Inspection, Certification and Compliance sector. Our team of experts (hand-picked by our Careers Team) cover an extensive range of engineering services.
We’ve gone from strength to strength over recent years, welcoming the very best risk management businesses to our Group. As a result, we’ve grown both our team of experts and our suite of solutions in line with our customer’s needs. We’re private equity backed, which means we have the flexibility and support to move quickly and grow faster than any other company in our industry. We’re innovative and forward thinking and have the awards to prove it, but most of all we’re focused on helping make sure our customers leave nothing to chance.
Our head office is based in central Manchester and is the home to many of our central functions. To support our continued ambitious growth plans, we are delighted to be recruiting for an IT Service Desk Technician to join our fantastic IT team.
What are we looking for?
An opportunity has arisen for a talented IT Service Desk Technician to become part of a newly formed internal IT Service Desk function in a well-established business.
As an IT Service Desk Technician, you will be the first point of contact for users seeking technical assistance within the business. You will provide support and troubleshooting services related to computer systems, hardware, and software issues along with building and provisioning IT hardware for new starters and device replacements. Your role is crucial in ensuring efficient and effective resolution of IT-related problems to minimise downtime and maintain productivity across the organisation.
Skills:
Minimum 3 years work experience in a technical IT support role, preferably in an IT service desk or 2nd line support environment.
Strong working knowledge and support experience of Microsoft Windows 10 & 11 operating systems, Microsoft Office applications and Microsoft 365 technologies such as Teams, OneDrive, Sharepoint Online, AzureAD (Entra) and Microsoft Endpoint Manager (Intune) incl. Autopilot provisioning for device builds.
Good working knowledge of IT security principles.
Knowledge of IT networking and troubleshooting connectivity issues.
Familiarity with IT service management tools (e.g., ServiceNow, FreshDesk, MS Dynamics).
Excellent troubleshooting and problem-solving skills with a customer-centric approach.
Strong communication skills, both verbal and written, with the ability to effectively interact with users at all levels of the organisation.
Ability to work independently and collaboratively in a fast-paced environment.
Certifications Microsoft Certified Professional (MCP), or ITIL Foundation are a plus.
What will I be doing?
Responsibilities:
First-Line Support: Serve as the initial point of contact for users seeking technical assistance via phone, email, chat or in-person.
Troubleshooting: Diagnose and resolve technical hardware and software issues, including laptops, tablets, desktop PC’s, printers, mobile devices, and applications.
Ticket Management: Log all incidents and service requests accurately using the IT service management system. Prioritise and escalate tickets as necessary to ensure timely resolution and in line with internally published service level agreements.
User Support: Provide guidance and assistance to end users on the proper use of IT equipment and software applications.
Technical Documentation: Document solutions and create knowledge base articles to facilitate the resolution of recurring issues and improve service efficiency.
Hardware and Software Setup: Assist with the setup, configuration, and installation of computer hardware, peripherals, and software applications for both new starters and existing employees.
IT Asset Management: Ensure that all IT assets are entered and kept up to date in the IT asset management system, processing new, returned and broken hardware accordingly.
User Access Management: Manage user accounts, permissions, and access rights based on established security policies and procedures.
Software Updates and Patch Management: Ensure that systems are up to date with the latest software patches, upgrades, and security updates.
Collaboration: Work closely with other internal IT teams and third party suppliers, including End User Compute, Infrastructure and Application Support functions to resolve complex issues and implement solutions.
Training and Education: Conduct training sessions and create user guides to empower users to troubleshoot common technical issues independently.
Project Engineering: Where required, provide engineering assistance for project related activity, such as the integration and onboarding of newly acquired businesses into the group central IT support model.
What makes BES Group a great place to work?
We genuinely care about our customers and our staff. Knowing we always do the best job we can with absolutely no compromise means everything.
If you work for us, you will get the below and so much more:
A competitive salary
Development opportunities across the business
Discretionary annual company bonus and yearly salary review
25 days leave per year plus bank holidays (and an extra day off on your birthday to celebrate you!)
Access to lots of discounts and benefits via our company benefits portal including; retail, fitness, holiday and cinema discounts
The support of a superb employee assistance programme
Electric vehicle salary sacrifice scheme
Opportunities to attend volunteer days
Company contribution to charity fundraising you participate in; we want to support charities you are passionate about!
Employee Suggestion programme, because we value input from everyone in the BES Group
Up to 10% pension
To apply for this role, simply click “Apply”.We ask for some basic contact information and a CV or your LinkedIn profile, it’s that easy! Please keep in mind, successful candidates will be required to complete the relevant background checks as part of the recruitment process.
We want to inspire everyone to see how important safety is and we expect the same from our people.
And if you’re on the same page as us about that and you’ve got the right skills, experience and attitude, you’ll fit right in. We’re all about diversity and inclusion and that means we want our people to be themselves.
We’re delighted to be an equal opportunities employer and that will never change!
BES Group, Your Trusted Advisor
#J-18808-Ljbffr