IT Service Desk Technician

Job Description
The David Phillips Group provides the brands and services to cover all that is required within the property furnishing sector, including interior design, furniture, accessories and installation. This makes it possible to provide turn-key services to the highest profile developments throughout the UK.
Job Summary
An opportunity has arisen for an enthusiastic and self-motivated IT Service Desk Technician to proactively build business within the Residential Property Sector. David Phillips currently provides furnishing services across the whole sector, working with Estate Agents, Letting Agents, Property Managers, Developers both National and Regional, Purpose-built Accommodation Providers and HMO Landlords. Services that we provide can vary from a large-scale project, delivering multiple units of furniture over a scheme of works, to one off items being ordered when needed to replace existing furniture. These services range from £100’s to £100,000’s in value.
It's an opportunity for a solution-minded individual to work for an exciting, expanding IT team at David Phillips Group, the UK's premier furnishing service for landlords, agents, developers and individuals.
We are currently in the process of a digital-first transformation of the business and are seeking a motivated IT Service Desk Technician who has a keen attention to detail and an ability to think creatively. The role requires someone who can provide frontline user support and training on multiple systems as required. This role will involve working with users in all departments across the business and, on occasion, with external stakeholders too.
The IT Service Desk Technician will be responsible for providing efficient and effective support to end-users across the organisation. The role will involve diagnosing and resolving a wide range of IT issues, including software and hardware problems, and ensuring timely resolution to minimise disruption to business operations. The ideal candidate will have prior experience working in a fast-paced IT service/helpdesk environment and possess strong problem-solving and communication skills.
The chosen candidate will be provided with full training on all systems as required.
Key responsibilities
Provide first/second line support for our IT solutions and hardware
Prioritise and manage incoming tickets to ensure timely resolution while adhering to SLAs
Installing, configuring, and maintaining software and hardware components of computer systems, both Windows and Mac
Escalate unresolved issues to appropriate IT personnel or vendors and follow up to ensure resolution
Document and maintain records of support activities, including troubleshooting steps taken and solutions provided along with updating user guide documentation as appropriate
Proactively identify recurring issues and recommend long-term solutions to improve IT infrastructure and user experience
Provide basic training and support to end-users on IT systems and applications.
Collaborate with our third-party IT partner to maintain and improve our existing solutions
Requirements:
Experience in a similar role, preferably in an IT service/helpdesk environment
Experience diagnosing and troubleshooting hardware issues with desktops, laptops, and peripherals
Familiarity with ticketing systems (e.g. FreshDesk, Zendesk, Jira) and IT service management processes
Project support as necessary
Excellent problem-solving skills with the ability to prioritise, manage and plan multiple tasks effectively
Excellent verbal and written communication skills (be able to explain technical solutions in an understandable manner to end users with little to no technical experience)
Excellent administration and organisational skills
A positive attitude towards change
A confident team player
Desirable Skills
Completion of relevant IT qualification, can include apprenticeship
IT project experience, even if only on small projects with a minimal role
Experience of Microsoft Dynamics NAV
Basic knowledge of PowerShell would be advantageous
Hours of Work
Monday to Friday between 9am and 6pm, with 1 hour for lunch, however, occasional weekend and out of hours work will be required to meet business requirements
Holiday days per annum
25 days holiday, increasing by 1 day per annum to a maximum of 30 days per annum
What will you get:
Employee discounts platform, discounted gym memberships, life assurance policy, health cash plan, 24/7 access to a GP, cycle to work scheme, SMART Pension scheme, employee assistance program, 2 paid volunteer days and of course staff discount on David Phillips Furniture.
In addition to the above we offer 33 days annual leave rising with service to 38 days, alongside enhanced maternity, paternity and parental leave, paid leave for IVF, Miscarriage and Menopause.
David Phillips is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity or any other protected characteristic. We champion and celebrate diversity at David Phillips allowing our team to bring their whole selves to work.
Important notice to Employment businesses/ Agencies
David Phillips does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. we shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.