IT Service Desk Technician
Squarcle
Posted: 10/19/2026Cloud
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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing 1st and 2nd line IT support, including troubleshooting software, cloud services, and hardware issues. Proficient in user administration, ticketing systems, and maintaining service desk documentation while ensuring compliance with UK Security Check requirements.
Highest-signal resume keywords
1st Line IT Support2nd Line IT SupportUser AdministrationTicketing SystemsWindows Laptop Configuration
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide 1st and 2nd line IT support for internal colleagues and external users of Squarcle’s proprietary digital solutions
- Act as the primary point of contact for service requests and incident reports through ticketing systems
- Triage, categorize, prioritize, and accurately log tickets while communicating with users through resolution
- Troubleshoot software, cloud services, and hardware issues according to service levels
- Follow standard operating procedures and technical runbooks to resolve digital application queries
- Liaise with product development teams when code defects or deeper technical issues arise
- Escalate complex infrastructure, network, or security incidents with diagnostic notes
- Build, image, configure, and issue enterprise laptops and peripherals
- Assist with device maintenance, operating system patching, and software deployments using remote monitoring and mobile device management tools
- Coordinate hardware repairs, warranty returns, asset tracking, and device recovery during offboarding
- Troubleshoot office and meeting room equipment, including displays, docks, and video conferencing systems
- Process onboarding and offboarding, account creation, group memberships, and license allocation in cloud directories and productivity suites
- Assist with access permissions, file sharing, and folder structure queries across collaboration platforms
- Support productivity tools, email clients, and communication software on desktop and mobile devices
- Travel to client locations to provide in-person support and assist with the digital solution
- Maintain a professional presence during client visits
- Keep service desk documentation, knowledge base articles, and end-user guidance up to date
Requirements
What you’ll need- Prior experience in a 1st or 2nd line IT support, helpdesk, or customer-facing technical support role
- Excellent verbal and written communication skills
- Hands-on experience performing routine user administration in modern cloud productivity environments
- Experience creating users, resetting credentials, and assigning groups
- Practical experience configuring, troubleshooting, and deploying Windows laptops and mobile devices
- Exposure to centralized ticketing/service desk systems, remote access tools, and device management consoles
- Willingness and ability to travel to client sites a couple of times a week as required
- Must meet the requirements to achieve and maintain UK Security Check (SC) clearance
- Must have lived in the UK for the last 5 years
- Must obtain SC security clearance without role-preventing caveats
- If clearance is not obtained within 6 months, a conditional offer may be withdrawn
- Dual citizenship or nationality from another country must be disclosed during application
- Unable to offer visa sponsorship
- Desirable: experience providing front-line application support using step-by-step guides and predefined workflows
- Desirable: fundamental understanding of local office networking, including Wi-Fi, basic IP addressing, patching, and printer connectivity
- Desirable: relevant entry-level certifications or training such as ITIL Foundation, CompTIA A+, or introductory cloud/desktop certifications
Benefits
Comp & perks- 26 days of annual leave (including your birthday!) plus UK bank holidays, increasing to 27 days after three years and 28 after seven years
- Five extra days for 5 and 10-year anniversaries
- Additional leave for members of the Reserve Forces and CFAV
- Private medical insurance after completion of probation
- £1,000 referral bonus for successful hires
- Performance-related awards
- Milestone and life-event hampers
- Annual training week abroad
- Funding for qualifications that benefit both you and the business
- Cycle to work scheme
- Discounted travel through funded railcards
- Pension contributions of 3% employer and 5% employee
- Working hours of 8:30 am–5:30 pm, Monday–Friday, with an hour for lunch
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Troubleshooting Software IssuesCloud Services SupportHardware ConfigurationDevice ManagementOperating System PatchingSoftware DeploymentNetwork TroubleshootingAccount CreationGroup Membership AssignmentVideo Conferencing Support
Soft Skills
Excellent Verbal CommunicationExcellent Written CommunicationProfessional Presence
Tools & Technologies
Remote Monitoring ToolsMobile Device Management ToolsCentralized Ticketing SystemsCollaboration PlatformsProductivity Suites
Certifications & Qualifications
ITIL FoundationCompTIA A+Introductory Cloud Certifications
Industry Keywords
Service DeskDigital SolutionsClient SupportUK Security CheckAsset Tracking