Job Description

Permanent, Full-Time role. Salary: Up to 25,833 DOE

Service Desk Technician

Full Time 37.5 hours, Monday to Friday - 08:00-16:30 or 09:00-17:30 subject to Service Desk Team rota

Are you passionate about solving technical problems and helping people get the most out of their technology? We're looking for an enthusiastic Service Desk Technician to join our Service Desk team and provide vital support to end users across the organisation.

You'll be the first point of contact for IT support, resolving software and hardware issues while ensuring timely, professional, and user-focused service. You'll also contribute to ongoing improvement by identifying patterns in incidents and helping us enhance our support processes.

With a strong knowledge of basic computer hardware and troubleshooting techniques you'll be diagnosing and resolving issues across desktop and server environments.

Day to day you'll be responsible for triaging, logging and managing incoming support requests, ensuring swift resolution or appropriate escalation

With experience supporting Windows 10/11 desktops and Windows Server 2016/2019/2022 you'll be able to perform hands-on troubleshooting, including installations, upgrades and system configuration.

Strong documentation abilities are a must for this role as you will be required to document all support interactions and maintain accurate service records.

The right candidate will have excellent written and verbal communication skills to provide support with software rollouts and communicate effectively with users and create user guides, FAQs and help documentation.

You will be able to demonstrate outstanding interpersonal skills--empathising, active listening, and problem-solving--complemented by strong analytical capabilities to monitor trends, identify recurring issues and develop effective solutions.

It would also be desirable if you have prior experience in a similar IT environment (IT support or service desk role) ideally familiarity with Jira or other IT Service Management (ITSM) tools and an awareness of ITIL principles and service delivery best practices.

In return we'll offer a collaborative and growth-oriented environment where your contributions are recognised and valued. You'll receive continuous learning opportunities, support from an experienced team, and the chance to make a real impact on our technology services.

Please read the full job description and we look forward to receiving your CV and covering letter.

Knowledge, skills and experience required:

Essential

Knowledge of basic computer hardware. Experience with desktop and server operating systems, including Windows 10/11 and Windows 2016/2019/2022 server operating systems. Exceptional written and oral communication skills. Exceptional documentation skills. Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Desirable

Previous experience in a similar role. Experience with Jira or similar Service Management tools. Familiarity with the fundamental principles of ITIL.

Please be aware that unfortunately we are not able to provide employment sponsorship to candidates at this moment in time.

You will be required to live within a commutable distance of Willand (EX15 2QW) in order to apply for this role.

Please send your CV and covering letter to recruitment@pencarrie.com

Job Type: Full-time

Pay: Up to 25,833.00 per year

Additional pay:

Quarterly bonus
Benefits:

Canteen Company events Company pension Cycle to work scheme Discounted or free food Employee discount Free parking Life insurance On-site parking Private dental insurance Private medical insurance Referral programme Sick pay
Schedule:

Monday to Friday
Ability to commute/relocate:

Willand: reliably commute or plan to relocate before starting work (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person