Job Description

About Us

Lily is The Home of Digital Transformation. We are a multi-award-winning Managed Service Provider of IT and Communications solutions for businesses. We deliver a wide range of innovative solutions to small, medium and large enterprises across the UK, enabling them to future-proof their operations while reducing costs, increasing revenue, and improving efficiency.

At Lily, we are proud of our fast-paced, high-performance culture. We live by our core values: Passion, Performance, Inspiration and Integrity. If you thrive in a dynamic environment where challenges are embraced, success is celebrated, and growth is constant, then Lily is the place for you.

IT Service Desk Technician

We are looking for a proactive and customer-focused

IT Service Desk Technician

to join our growing team. As part of our

IT Support Team

, you will provide high-quality technical support, troubleshooting, and system maintenance to our clients, ensuring smooth IT operations. You will play a key role in resolving technical issues, assisting with system changes, and providing remote installations while maintaining a high standard of customer service.

We emphasise

resolving issues efficiently

and meeting

service-level agreements (SLAs)

to maintain client satisfaction.

Responsibilities:

Provide

technical support

via phone, email, and remote desktop tools. Take

ownership

of service tickets and proactively resolve customer issues. Ensure

high-quality customer service

, adhering to service management principles and processes. Log all support requests accurately in the

ticketing system

, ensuring full documentation. Assist customers with

IT systems

, providing necessary training and advice. Collaborate with

2nd and 3rd line engineers

with complex technical issues. Identify opportunities to enhance

customer experience

and promote

new IT solutions

.

About You:

We're looking for a

problem solver and team player

with a passion for IT support. You should be eager to grow within the company and stay up to date with the latest

IT technologies

. Strong

attention to detail

and a drive for

excellence

are key.

Qualifications & Technical Skills:

Experience with

Windows 10/ 11,

Windows Server, Active Directory, and Office 365

. Knowledge of

networking protocols, firewalls, and VPN configurations

. Understanding of

remote desktop services, cloud solutions, and endpoint security

. Strong troubleshooting skills for

hardware, software, and connectivity issues

. Microsoft 365 (MS, AZ) certifications (preferable)
Job Type: Full-time

Pay: 25,500.00-27,000.00 per year

Benefits:

Additional leave Canteen Company events Company pension Cycle to work scheme Employee discount Employee mentoring programme Health & wellbeing programme On-site parking Paid volunteer time Referral programme Sick pay Store discount Work from home
Education:

GCSE or equivalent (preferred)
Experience:

IT: 1 year (required)
Language:

English (required)
Licence/Certification:

Driving Licence (preferred)
Work authorisation:

United Kingdom (required)
Location:

Leeds LS11 8PR (required)
Work Location: In person