IT Service Desk Technician
Hamilton Forth
June 8, 2022
Professional Services
Business Change and Digital Transformation
Scotland and UK


Hamilton Forth are delighted to be partnering with a global organisation as they look to grow their IT Service desk team. Our client has an opportunity for an IT Service Desk Technician. In this role you will be responsible for the recording of reported IT service issues and service requests and working to either fix the service as quickly as possible, escalating them to the appropriate specialist support groups within the Business.


  • Managing issues and service requests via phone, e-mail and portal
  • Troubleshooting colleagues’ issues and resolve upon first contact, when possible
  • Fulfilling requests to agreed delivery timescales
  • Recording and documenting accurately all details of the issue(s) or service request, including categorisation and priority into the IT service desk tool
  • Providing "how to" assistance on all internally supported devices and systems
  • Escalating issues and requests to appropriate specialist support groups / subject-matter experts in accordance with service-level agreements, following up as appropriate
  • Leveraging internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
  • Responding to colleague inquiries regarding the status of incident/service request tickets, performing follow-ups
  • Building relationships with specialist support groups / subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded
  • Ensuring all colleagues receive high-quality and timely service and support from the entire IT organisation

Skills / Qualifications

  • Excellent customer service skills
  • Strong troubleshooting skills
  • Solid written and verbal communication skills
  • Strong time management skills
  • Self-motivated and able to work in a fast-paced and constantly changing environment
  • Knowledge of ServiceNow (preferred)
  • Provisioning of devices, accounts and access
  • Ability to learn new technology and applications