IT Service Desk Technician

Location Cambridgeshire
Discipline: Infrastructure & Support
Job type: Permanent
Salary: 23-27k per annum

​A fantastic opportunity has come up at a Wellness & Lifestyle International Company for an IT Service Desk Technician role.

About the company

They are an established and successful international business with great ambition and a team of enthusiastic people who are all dedicated to moving the business forward. They company specifically supports customers throughout Europe and delivers their products direct to consumers throughout the region.

About the role

The IT Service Desk is the central point of contact for all IT related incidents and service requests. As a Service Desk Support Technician you’ll provide first line support for all colleagues across three sites.

You’ll be responsible for logging incidents, service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

The service desk team work in a dynamic, fast-paced environment which provides IT support services over the phone, through email, Soft Phone, in person (for walk-in customers) and selfservice.


  • To provide 1st line support for colleagues and site visitors in the use of a range of business critical software solutions.

  • To record support requests in the central ticketing system (Jira) and track and manage assigned (Jira) tickets, whilst also escalating to IT Helpdesk Technicians

  • To provide support for users in the operation of a range of hardware including printers, scanners and other external peripherals’.

  • To ensure that resources within the IT suites are supported through the development of printed and online instructional material to reduce call rates and enable users to become more self-sufficient.

  • To deliver where required inductions and basic training in the use of facilities and services provided by IT.

  • To manage IT equipment that is issued or loaned to colleagues

  • Experience in the following is advantageous but not a requirement as training will be given

  • Great Customer & Team focus

  • Entry level understanding of Legacy and Current IT Technologies

  • ITSM Ticketing systems, SLO’s, SLA’s & Ticket handling

  • Supporting both deskside & remote User base

  • Network cabling & troubleshooting


  • Willing to be flexible with working hours due to shift patterns and office locations

  • Minimum 2 years IT Service Desk Experience

  • Min Qualifications ITIL Foundation

  • A driven individual that exemplifies a ‘can-do’ attitude, happy to go the “extra mile”

  • Well organized & able to work under pressure

  • Excellent communication skills at all levels, both written & face to face

  • Team player but also happy to work alone at times

  • Full Driver’s license & willing to travel