Job Advert – IT Service Desk Tier 1 Technician
Location: 4 Oak Spinney Park, Ratby Lane, Leicester, LE3 3AW
Business Unit: Infrastructure Division
Job Type: Full-time, Permanent
Salary: £30,000 - £35,000
About the Company
Phenna Group was founded in 2018 on the principles of building genuine connections and strong relationships across the testing, inspection, certification and compliance sectors. With a turnover of c.£0.5bn, we combine the scale of a global organisation with the agility and innovation of a modern, fast-moving business.
The Role
We are looking for an IT Service Desk Tier 1 Technician to act as the first point of contact for all IT-related issues and requests. You will provide initial technical support, resolve basic incidents, and escalate more complex issues to Tier 2, helping to ensure minimal disruption to user productivity across the business.
This is an excellent opportunity for someone with a solid foundation in IT support and strong customer service skills, looking to grow within a supportive infrastructure team.
Key Responsibilities
- Logging, categorising and prioritising IT tickets via phone, email and ticketing systems
- Resolving first-line issues such as password resets, access requests and common software queries
- Performing initial troubleshooting across systems, hardware and network connectivity
- Supporting central platforms such as NetSuite ERP/CRM, IBM, Jira and related systems
- Allocating predefined user profiles and system access based on access matrices
- Supporting simple workflow reversals where required
- Accurately documenting incidents, actions and resolutions
- Escalating unresolved or complex issues to Tier 2 with full context
- Contributing to and maintaining IT knowledge base articles
What We’re Looking For
Must-Have:
- Basic understanding of IT support principles
- Experience using a ticketing system and remote support tools
- Strong communication and customer service skills
- Ability to manage multiple priorities in a fast-paced environment
- Foundational knowledge of ERP/CRM systems (e.g. NetSuite, IBM, Jira)
- Strong problem-solving skills and patience
Nice to Have:
- Previous Service Desk or Helpdesk experience
- Experience supporting ERP or enterprise business systems
- Exposure to structured ITIL-style environments
