Service Desk Technician

🔒 Confidential Employer
Posted 23 April 2026
LOCATION
Not specified
TYPE
Full-time
LEVEL
Entry-level
CATEGORY
IT Support
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Microsoft applications Windows OS SCCM Active Directory ServiceNow Communication Skills Troubleshooting Customer Service

FULL DESCRIPTION

As a Service Desk Technician at [Employer hidden — view at passion-project.co.uk], you will provide technical support to the global user community, resolving complex technical issues and ensuring the smooth operation of IT systems. The role requires strong Microsoft skills, troubleshooting abilities, and excellent communication skills, with a focus on customer service and adaptability to global time zones.

Role Summary

As a Service Desk Technician at [Employer hidden], you will play a crucial role in providing technical support to our global user community. With a target first call resolution of 85%, you will be responsible for resolving complex technical issues, troubleshooting software and hardware problems, ensuring the smooth operation of our IT systems, and empowering our users to maximize their productivity. This role will require flexibility in terms of shifts to accommodate global time zones. Your expertise will be essential in delivering exceptional customer service and maintaining the efficiency of our IT infrastructure on a global scale.

Technical skillset

  • Experience: A minimum of 2 years of experience in a similar IT support role, preferably in a global organization.
  • Microsoft Expertise: Strong familiarity with Microsoft applications, especially Teams, Outlook, OneDrive, and Windows OS.
  • Technical Skills: Proficiency in troubleshooting all things Windows especially laptops, SCCM and experience with ticketing tools, specifically ServiceNow.
  • Communication Skills: Excellent communication skills, both written and verbally being able to clearly get across information in a way suitable for each individual user.
  • Customer-Centric: A passion for helping users and providing top-tier support.
  • Adaptability: Willingness to work in various shifts and handle a variety of technical issues.

- For all regions (EMEA, APAC, and AMERICAS): Advanced English language skills are mandatory.

- For APAC region: Proficiency in Mandarin and/or Japanese.

- For EMEA region: Proficiency in Danish and/or Slovak.

- For AMERICAS region: Proficiency in Spanish and Brazilian Portuguese.

Duties and Responsibilities

  • Software Installation and Troubleshooting: Install, configure, and troubleshoot software applications, with a strong emphasis on Microsoft applications (Teams, Outlook, OneDrive, etc.).
  • SCCM and Active Directory (AD): Utilize SCCM and Active Directory to manage user accounts, troubleshoot software/patching deployments, and investigate user access issues.
  • Global User Support: Provide support to users located globally, assisting with technical issues via phone calls, live chat, and our ticketing system ServiceNow (My Services).
  • Premium User Support: Deliver a premium level of support, offering guidance, training, and solutions to users' technical problems, ensuring their utmost satisfaction.
  • Shift Work: Be prepared to work in shifts to meet the needs of our global user base.
  • FortiClient VPN Knowledge (Bonus): Knowledge of FortiClient VPN is a plus and can be advantageous for certain remote support scenarios.
  • Self-Reliant Problem Solving: Use your IT skills and personal knowledge to diagnose and resolve issues, not solely relying on knowledge articles.
  • Continuous Learning: Stay up to date with the latest IT trends and technologies, ensuring your knowledge remains cutting-edge.
  • SLA Compliance: Monitor and ensure that you adhere to Service Level Agreements (SLAs), delivering timely support and meeting performance targets.
  • Communication Skills: Possess excellent communication skills to interact with the end-user community all around the world, stakeholders, ensuring clarity and effective collaboration.
  • Process Improvement: Collaborate with the whole structure of Service Desk to identify and develop improved ways of working, contributing to enhanced service quality.
  • Knowledge Management: Highlight when knowledge is missing to the Service Desk Improvement Manager
  • Follow IT service desk policies, procedures, and best practices.
  • Be active in monitoring service desk performance metrics, identifying areas for improvement, and adopting corrective actions.
  • Coordinate with other IT teams to ensure timely resolution of incidents and service requests.
  • Ensure compliance with IT security policies and data protection regulations.
  • Foster a culture of continuous improvement within the team.
  • Ensure adherence to ITIL best practices.

Person Profile

  • Excellent teamworking skills.
  • Good problem-solving abilities.
  • Effective communication and interpersonal skills.
  • Customer-focused with a commitment to delivering high-quality IT support.
  • Ability to work under pressure and prioritize tasks effectively.
  • Detail-oriented with a strong analytical mindset.
  • Adaptability and willingness to embrace new technologies and methodologies.
  • Proactive and self-motivated.

Principal Contacts

  • End-users
  • IT support teams
  • IT infrastructure teams
  • Global Service Desk Manager
  • Global Improvement Manager
  • Regional IT managers
  • Human Resources (for team development and recruitment)
  • Business users, technical colleagues
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