- Administrative user management (e.g., AD, Exchange, Intune)
Department: Tech Hub
Employment Type: Full Time
Location: Birmingham, England, United Kingdom; Leeds, England, United Kingdom
Contract type: Permanent
Hours: 37.5
Salary: circa £40,000 depending on experience
Location: Leeds (LS1 4HR) OR Birmingham (B2 5DB)
WFH policy: Employees are required to attend the office 2 days/week
Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight.
Reports to: IT Service Operations Manager
Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.
Role Summary
The IT Service Desk Technician plays a critical role in delivering day-to-day end-user IT support across the organisation. As the first point of contact for IT-related incidents and service requests, you will help ensure a seamless and professional support experience for all staff. Reporting to the IT Service Operations Manager, you’ll be part of a collaborative team of seven technicians supporting business-as-usual services through our service desk platform (currently Jira Service Management). You will support a range of technologies across hardware, cloud, and business applications. This role includes close collaboration with Infrastructure, Architecture, Development, and Data teams, and requires interaction with third-party vendors to ensure smooth service delivery. Support will be provided both face-to-face and remotely, in line with LCCC policies and procedures. You’ll take pride in delivering a consistent, user-focused experience, and contribute to improving service quality and satisfaction. The role also offers project-based work opportunities.
Key Responsibilities
- Deliver 1st and 2nd line support for staff across the organisation
- Manage incidents and requests through Jira Service Management, ensuring timely resolution within agreed SLAs
- Maintain accurate ticket records and escalation issues appropriately
- Produce and maintain high-quality knowledge base articles for users and support staff
- Provide excellent customer service in person, over the phone, and via remote tools
Technical Environment
- End-User Devices & Platforms: Windows 11+, macOS 26+, iOS devices
- Cloud & Productivity Platforms: Microsoft 365, Azure AD, Intune (MDM), Autopilot
- Collaboration & Workflow Tools: Jira Service Management, Confluence
- Business Applications & IAM:
- 1st line support for internally developed tools
- Joiner-Mover-Leaver (JML) processes
- Identity and Access Management (IAM) audits
- Networking & AV:
- Basic network troubleshooting
- Audio-visual support for meeting rooms and events
Asset & Hardware Management
- Provision and configure laptops, mobile devices, and peripherals
- Maintain hardware asset records using ITSM tooling
- Manage repairs, warranty replacements, and hardware lifecycle tasks
- Support office moves and hardware relocations as required
Cross-Team Collaboration
- Work with Infrastructure and other tech teams to resolve complex or cross-functional issues
- Contribute to project delivery, including rollout of new technologies and testing of upgrades
Additional Duties
- Occasional travel to regional offices
- Administrative user management (e.g., AD, Exchange, Intune)
- Maintain compliance with LCCC policies and processes
- Support and train colleagues in your specialist areas when needed
- Carry out other duties as reasonably required
Skills Knowledge and Expertise
Essential
- Proven experience in IT support within a business environment
- Strong knowledge of: Microsoft 365, Azure AD, and Intune
- Strong knowledge of: Device provisioning via Autopilot and remote support tools
- Strong knowledge of: ITIL-aligned service desk operations and ticket management
- Strong knowledge of: Cybersecurity best practices
- Strong knowledge of: Experience managing hardware assets, including tracking, auditing, and lifecycle management using ITSM tools
- Strong knowledge of: Comfortable working with hardware vendors for repairs and warranty management
- Strong knowledge of: ITIL v4 Foundation certified (or equivalent experience)
- Strong knowledge of: Familiar with change and access management practices
Desirable
- Experience with application packaging tools (e.g., Intune, JumpCloud)
- Atlassian platform administration (e.g., Jira workflows, field configs)
- Awareness of Agile or DevOps environments
Person Specification
- Independent, analytical problem-solver
- Collaborates effectively and seeks help appropriately
- Proactive mindset with a “get ahead” approach
- Confident engaging with stakeholders at all levels
- Understands the business impact of IT services and can identify trends or recurring issues
- Open to learning and using AI to enhance support or workflows
- Empathetic, composed, and pragmatic under pressure
- Clear and professional communicator, both written and verbal
- Curious about new technologies and committed to continuous improvement
- Listens actively and can de-escalate difficult conversations
- Eager to self-learn and pursue relevant training
Required Commitments
Excellence
- Understand how the latest technology can meet business needs and add value strategically
- Communicate internally to ensure team members are aware of system status and resource needs
Diversity
- Seek feedback through customer surveys
Dynamic
- Resolve issues quickly by ensuring sufficiently qualified resources are available at all times
- Ensure proactivity in system maintenance (including certificates, security and latest updates)
Integrity
- Communicate changes and issues promptly
- Maintain adherence to Cyber Essentials plus security standards and promote user awareness
- Maintain professionalism and politeness when engaging with all teams at all levels
Independence
- Create and maintain the team knowledge base
- Maintain awareness of technological innovation which may be of use to LCCC
Benefits
- Annual performance based bonus, up to 10%
- 25 days annual leave, plus eight bank holidays
- Up to 8% pension contribution
- Financial support and time off for study relevant to your role, plus a professional membership subscription
- Employee referral scheme (up to £1500), and colleague recognition scheme
- Family friendly policies, including enhanced maternity leave and shared parental leave
- Free, confidential employee assistance, including financial management, family care, mental health, and on-call GP service
- Three paid volunteering days a year
- Season ticket loan and cycle to work schemes
- Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
- Employee resource groups
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