IT Service Desk Technician

Contract: Full Time
Location: Bristol
Hours: Full time
Salary: Competitive

IT Service Desk Technician

Role Purpose

Working with members of the IT team, on a day-to-day basis with the more senior IT Technician and reporting to the IT Team Leader (in Sheffield) the IT Service Desk Technician provides first-line support to the users and workstations of the BROADSTONE IT infrastructure.

Key Accountabilities

  • Providing first-line technical support to users through the IT service desk, on the ‘phone, Skype for Business and on a face-to-face basis
  • Monitoring the IT systems; prioritising and addressing any problems that may occur
  • Escalating any second-line and above support to the appropriate team member
  • Ensuring all support tasks are logged and documented accurately
  • At all times being aware of data protection adhering to data security requirements
  • Occasion travel to and working from other Broadstone offices
  • Any other ad-hoc tasks assigned by a senior member of the team

Skills and Experience

A successful candidate must demonstrate the following skills or qualities:

  • Attention to detail
  • Good verbal and written communication skills; specifically discussing technical subjects with non-technical matters
  • Documentation skill i.e. creating a user guide
  • Strong problem-solving skills
  • Capable working alone and as part of a team
  • Able to prioritise and work to a deadline
  • Familiarity with the Data Protection Act (1998), the General Data Protection Regulation (2016) and the principles defined therein

Technical Knowledge and Professional Qualifications


The company employs a variety of technologies in its IT infrastructure, experience with the following is essential:

  • Microsoft software:
    • Windows 7 and Windows 10,
    • Microsoft Office 2013 suite,
    • Communication systems (e.g. Exchange, Skype for Business),
    • Working with a helpdesk-like platform.
  • Hardware:
    • The setup of workstation equipment such as computers, telephones, network cabling, etc.
    • Diagnosing faults with hardware (e.g. Laptop and Desktop computers),
    • Replacing and upgrading components.

Fundamental concepts: TCP/IP, VPN, DNS, DHCP, HTTP & HTTPS.


In addition to the essential proficiencies listed above, some experience or familiarity with the following would be desirable:

  • Microsoft Active Directory,
  • Working knowledge of SQL,
  • Centralised telephony systems (e.g. Avaya).

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