IT Service Desk Technician

We are currently recruiting an IT Service Desk Technician to join our team. This role is pivotal in ensuring we continue to support our colleagues with any technical issues that may arise and resolve in a timely manner.

As a company, we are made up of circa 650 colleagues across 18 offices and the role of our IT Service Desk Technicians is to support each and every one of them on a day to day basis.

The IT team keep the wheels turning at Chase de Vere! Forgot your password? Printer not working? Lost an important piece of work? Our IT Service Desk Team are the people who we will call to save the day.

Our Service Desk Support technician are the interface into the IT department for all end users.  The role deals with all initial queries and incidents logged via a central Service Desk incident logging tool.  Incidents are dealt with or escalated as necessary ensuring that all incidents are resolved within SLA and first response is not violated.

As well as requiring the technical knowledge, this role requires excellent customer service skills and patience. Remember, what seems simple to you is completely alien for most.

• Responding promptly to IT support requests received via phone, email, or the ticketing system, ensuring resolution within agreed Service Level Agreements (SLAs).
• Diagnosing and resolving a wide range of technical issues, including hardware, software, and network-related problems.
• Escalating unresolved or complex incidents to the Service Desk Manager or the Systems & Security team, following escalation protocols.
• Installing, configuring, and maintaining desktop and laptop devices, ensuring optimal performance and user readiness.
• Identifying and flagging recurring incidents or patterns for problem management and long-term resolution.
• Managing the repairing, replacing, or recovering lost, damaged, or faulty IT equipment in line with company procedures.
• Supporting the onboarding and offboarding process, including user account setup, access provisioning, and equipment allocation or retrieval.
• Maintaining accurate and up-to-date documentation within internal systems, including the Service Desk Knowledgebase, to support knowledge sharing and continuous improvement.

• 1 to 2 years’ experience working in a busy Helpdesk/Service Desk environment
• Strong knowledge of Windows OS and Office365
• Experience with Azure Active Director
• Problem solving techniques and capabilities
• Excellent communication skills
• ITIL certification would be beneficial

By joining Chase de Vere, you’ll have a progressive career with great benefits and a nurturing culture that makes you part of something special.

• Opportunity to earn an annual bonus
• 25 days holiday, plus bank holidays
• A day off for your birthday
• Life assurance – 4 x salary
• Comprehensive induction and training programme
• Funded exams and paid study leave
• A wide range of voluntary flexible benefits to suit your individual needs
• The option to buy additional holiday days
• Cycle to work Scheme
• Two paid volunteering days each year, to support your local community
• Employee Assistance Programme with access to a 24/7 helpline
• Access to our free mortgage service, through our internal mortgage team
• Our Employee Forum and Diversity & Inclusion group
• Local and companywide events in support of our company charities