Join our team as a Service Desk Consultant and become a key part of our IT support operation.

You’ll handle real client enquiries, support our technicians, and play a vital role in delivering fast, professional, and reliable service to our customers. This is an excellent opportunity to build a career in IT support, develop strong communication and service delivery skills, and work within a friendly, collaborative team.

Role Summary

The Service Desk Consultant is responsible for managing incoming client enquiries, logging and triaging support tickets, and ensuring all service requests are handled efficiently. You’ll work closely with our technical team, coordinating issues so they reach the right engineer, keeping clients updated, and helping maintain high levels of customer satisfaction. This role is ideal for someone who enjoys problem-solving, communicating with customers, and supporting a busy service desk. You’ll become a core part of the Operations / IT Services team and contribute to the smooth delivery of our IT support function.

Key Responsibilities

As a Service Desk Consultant, you will:

• Respond to client calls, emails, and tickets in a timely and professional manner.
• Log, categorise, and prioritise all incidents and service requests accurately.
• Manage ticket progression, ensuring clients receive clear and regular updates.
• Escalate complex or unresolved issues to senior technicians when required.
• Follow company SLAs, procedures, and quality standards.
• Maintain accurate records and documentation within the service desk system.
• Support administrative tasks such as licence allocation, renewals, and subscription updates.
• Coordinate deliveries, shipments, and general office administration related to IT services.
• Build positive working relationships with clients through clear communication and dependable service.
• Contribute to ongoing improvements by identifying recurring issues and suggesting solutions.
• Work collaboratively with colleagues, assisting during peak periods and sharing knowledge.
• Participate in internal training to stay up to date with new tools, technologies, and service desk processes.

Qualifications

Educational Requirements: Minimum 5 GCSEs grades A*-C / 9–4 (or equivalent), including English Language and Maths. Experience:

• Prior experience in a customer-facing or administrative role is beneficial.
• IT support experience is helpful but not required — full training is provided.

Skills Required

• Confident written and verbal communication skills.
• Good organisational ability and strong attention to detail.
• Ability to prioritise tasks and manage a busy workload.
• Comfortable using Windows, Microsoft 365, email, and common software tools.
• Ability to follow processes and record information accurately.
• Strong team player with a proactive, service-focused attitude.

Personal Qualities

• Friendly, approachable, and focused on delivering great customer service.
• Calm under pressure and able to handle challenging situations professionally.
• Eager to learn, improve, and adapt within a fast-paced environment.
• Reliable, punctual, and confident in dealing with people at all levels.
• Positive attitude, open to feedback, and committed to continuous improvement.

Other Information

Holidays: 20 days per year plus bank holidays. Pension/Benefits: Company pension scheme (optional enrolment). Team Culture: Supportive and collaborative, with regular socials and team activities. Environment: A professional but friendly team where your development is genuinely supported.