Service Desk Technician (1st / 2nd Line Support)

UKTL Service Delivery Team

Are you someone who loves solving problems, helping people, and keeping technology running smoothly? In this role, you’ll be a key member of the UKTL Service Delivery Team, acting as one of our technical escalation points. You’ll be hands on with hardware, software, troubleshooting, incident management and customer support—keeping our users productive and our IT services running efficiently.

What you’ll be doing
In this role, you’ll support end users, resolve IT issues, and make sure service requests are handled quickly and professionally. Your day-to-day will include:
Service Desk & Ticket Management
• Raising, managing and resolving incidents and service requests in Jira Service Management.
• Ensuring accurate updates, good ticket hygiene, and adherence to ITIL and Information Security processes.
• Monitoring Jira queues, prioritising tasks based on SLAs and escalation procedures.
• Communicating clearly with internal and external users throughout the ticket lifecycle.
Technical Support
• Providing 1st and 2nd line support for hardware, software, and network issues.
• Installing, configuring, upgrading and maintaining user devices while ensuring records and logs are kept updated.
• Researching and diagnosing technical issues, escalating to 3rd line or the Service Desk Manager where needed.
• Maintaining accurate asset information and updating the CMDB.
Knowledge, Training & Documentation
• Documenting troubleshooting steps, resolutions, and contribute to a growing knowledge base.
• Creating user guides, FAQs and delivering training sessions to support new technology adoption.
• Sharing knowledge with colleagues.
Customer Service
• Providing high-quality customer service and building positive relationships with users.
• Supporting Audio Visual and meeting room technology for internal and external events.

Successful Applicants must be able to commute to the UKTL offices in Birmingham at least three times a week

We strive to offer a great work life balance - if you are looking for full time, part time or flexible options, we will try to make this work where business possible. This will be dependent on the kind of role you do and part of the business you work in. 

• UKTL is building leading edge Telecoms testing facilities to keep our telecommunications networks safe, accelerate the roll-out of new technologies, and grow our world leading telecoms sector to maintain resiliency and security. 

  Read more about UKTL here!

  Successful candidates will join a state-of-the-art facility and be supporting the team conducting testing and research on the latest technologies and innovations in the industry. You will work alongside our infrastructure and Cybersecurity professionals to ensure that the UK’s world class Telecoms infrastructure grows in a resilient and secure manner underpinning growth in other industry sectors.

  As a trusted and independent national capability, UKTL interacts with standards bodies, Academia, and Government Departments as well as Communications Service Providers and equipment vendors.

  The National Physical Laboratory (NPL) is a world-leading centre of excellence that provides cutting-edge measurement science, engineering and technology to underpin prosperity and quality of life in the UK. Find out more about what it is like working here - The measure of us - Overview

  NPL and DSIT have strong commitments to diversity and equality of opportunity, and welcome applications from candidates irrespective of their background, gender, race, sexual orientation, religion, or age, providing they meet the required criteria. Applications from women, disabled and black, Asian and minority ethnic candidates in particular are encouraged. All disabled candidates (as defined by the Equality Act 2010) who satisfy the minimum criteria for the role will be guaranteed an interview under the Disability Confident Scheme. 

  At NPL, we believe our success is a result of the diversity and talent of our people. We strive to nurture and respect individuals to ensure everyone feels valued by treating everyone on the basis of their own individual merits and abilities regardless of their own or perceived identity, as part of our commitment to diversity & inclusion, we ensure we’re creating an environment where all our colleagues feel supported and welcome. More about this on our Diversity & Inclusion page.

  We offer a wealth of above industry standard benefits, such as enhanced pension scheme, flexible working, and more that can be found here rewards, benefits and recognition. Our values are at the heart of what we do, and they shape the way we interact, develop our people and celebrate success. To ensure everyone has an equal chance, we’re always willing to make reasonable adjustments to the recruitment process. If you would like to discuss, please contact us.