Job Description

We are seeking a customer-focused IT Service Desk Technician to provide 1st line support across our organisation. You will be the first point of contact for IT issues via phone, email, and the ITSM portal. The role focuses on resolving common technical problems, accurately logging and triaging tickets, and escalating to 2nd line, Applications Support, or Infrastructure teams when required. You will play a key role in ensuring users receive prompt, professional, and effective IT assistance.
Key Accountabilities

• Answer and manage incoming calls on the IT Service Desk line, ensuring users receive a friendly and professional service.
• Log all incidents and service requests into the ITSM system with accurate details and categorisation.
• Provide 1st line troubleshooting for hardware, software, Microsoft 365, and network-related issues.
• Escalate tickets promptly to 2nd line, Applications Support, or Infrastructure teams when outside 1st line scope.
• Guide users through basic "how-to" fixes, password resets, and account access issues.
• Ensure all support interactions are documented clearly and updated regularly in the ITSM system.
• Monitor and manage open tickets, ensuring SLAs and response times are met.
• Assist with device setup, installations, and configuration of standard software packages.
• Contribute to Service Desk knowledge base articles to help improve first-time fix rates.
• Maintain a high standard of customer service and act as the voice of IT for the business.

Person Specification
Experience

• Experience working in a 1st line IT support or customer service role.
• Exposure to IT Service Desk / call centre environments.
• Experience supporting Microsoft 365 applications and Windows 10/11.
• Familiarity with Active Directory for password resets and account changes.
• Knowledge of logging and escalating incidents via an ITSM tool.

Technical Skills

• Strong knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Ability to perform password resets, account unlocks, and basic AD administration.
• Good understanding of Windows 10/11 and standard troubleshooting steps.
• Familiarity with mobile devices, laptops, and peripheral support.
• Basic networking awareness (Wi-Fi, VPN, internet connectivity checks).

Qualifications

• ITIL Foundation certification (desirable).
• Microsoft 365 Fundamentals (desirable).
• CompTIA A+ or equivalent entry-level IT certification advantageous.
• Relevant IT qualification or equivalent hands-on experience.

The Benefits
Our customers deserve the best and the same applies to our people. We'll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.
Diversity
We're committed to promoting diversity at Emeria and recruit on merit. We will consider applications from job share applicants.
Ready to Apply?
Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions.
If you meet the criteria for the role we'll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.
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