IT Service Desk Technician

at  NexGen Associates

Education:

• GCSE or equivalent (preferred

Experience:

• Technical support: 1 year (required)
• Customer service: 1 year (preferred

DUTIES:

• Respond to IT support requests via phone, email, chat, or ticketing systems.
• Provide first-line technical support for hardware, software, network, and application issues.
• Create and manage user accounts and user access for multiple line-of-business applications.
• Guide users through troubleshooting steps and document resolutions.
• Log, categorise, and prioritize incidents and service requests in the ITSM tool.
• Escalate unresolved issues to the appropriate second or third-line support teams.
• Assist with the build, installation, and configuration of desktops, laptops, printers, and mobile devices.
• Assist with software installation, updates, and licensing management.
• Maintain accurate documentation of issues and solutions in the knowledge base.
• Contribute to creating and updating user guides and FAQs.
• System Monitoring and Maintenance:
• Monitor system alerts and logs to proactively identify potential issues.
• Perform routine system checks and updates to ensure optimal performance.
• Deliver a high standard of customer service and ensure timely follow-up on open tickets.
• Communicate clearly with technical and non-technical users.

REQUIREMENTS FOR THE ROLE:

• Experience in Help desk role.
• Experience working with ITSM ticketing tools (e.g., ServiceNow, Jira, Autotask, Freshdesk, ConnectWise, HaloITSM/HaloPSA).
• Experience working with RMM toolsets (e.g., N-Able, Pulseway, ManageEngine).
• Experience working with third-party software vendors or solution providers.
• Experience working with UK Government Security Classifications.
• Willingness to work in a shift-based schedule if required.
• Willingness to participate in on-call rotations or respond to critical incidents after hours.
• Ability to travel to customer sites when necessary.
  Job Types: Full-time, Permanent
  Pay: £27,000.00-£35,000.00 per year

Additional pay:

• Yearly bonus

Benefits:

• Company events
• Company pension
• Free parking
• Life insurance
• On-site parking
• Private medical insurance

Schedule:

• Monday to Friday

Application question(s):

• Are you a Sole British citizen?
• Do you have SC Clearance?

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (required)
• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Location:

• Corsham SN13 9RJ (preferred)

Work Location: Hybrid remote in Corsham SN13 9RJ
Reference ID: AR60