IT Operations Technician
| Posting date: | 18 September 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 22 September 2025 |
| Location: | Penrith, Cumbria |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | BESA |
| Job type: | Permanent |
| Job reference: |
Summary
WE ARE
The Building Engineering Services Association is the UK's leading trade organisation for building engineering services contractors – representing the interests of firms active in the design, installation, commissioning, maintenance, control and management of engineering systems and services in buildings. Want to find out more? Why not check our website? www.thebesa.com
ABOUT THE DEPARTMENT:
The IT Department provides tailored solutions and support to the BESA Group and to their external customers. Our software solutions range from:
Desktop applications
Web applications and services
We are committed to continuous improvement and delivering commercially effective solutions that meet our customers' evolving needs.
ABOUT THE ROLE:
In this role, you will deliver first- and second-line support to end users on the IT Service Desk, ensuring quick and effective resolution of technical issues. You will demonstrate accountability and agility in prioritising and resolving technical problems, while showing care and customer empathy to create a positive user experience. With a focus on continuous improvement, you will look for ways to enhance support processes and ensure solutions are commercially aware and aligned with business needs. This is a hybrid role requiring you to be in the Penrith office 2/3 times a week.
Key Duties
-Provide first-line helpdesk support with accountability, ensuring all IT Service Desk calls are answered, logged, and prioritised effectively in line with business needs.
-Deliver 1st/2nd tier support for routine service requests across the BESA Group, showing care and customer empathy by resolving incidents promptly and within agreed SLAs.
-Work collaboratively with third-party suppliers and partners to escalate and resolve more complex issues, demonstrating agility and a focus on providing a seamless service experience.
-Take ownership of continuous improvement, identifying opportunities to enhance helpdesk processes and support delivery, while ensuring solutions are commercially aware and add value to the business.
ABOUT YOU
Qualification, Knowledge & Experience - Essential
-Strong working knowledge of IT systems and Microsoft applications, enabling you to offer practical support and solutions.
-A commitment to continuous improvement, keeping up to date with emerging IT trends and best practices
Qualification, Knowledge & Experience – Desirable
Experience or familiarity with:
Microsoft technologies
IT hardware
Microsoft client operating systems and applications
Microsoft server technologies
Skills & Abilities - Essential
-A collaborative team player who contributes effectively to team success while also working independently, demonstrating accountability in delivering results.
-Excellent customer service skills and a professional telephone manner, showing care and customer empathy in every interaction.
-Strong written and verbal communication skills, ensuring clear, respectful, and effective engagement with colleagues, users, and partners.
-Analytical and solutions-focused, with the ability to identify root causes and drive continuous improvement in IT support processes and user experiences.
-Resilient and adaptable under pressure, applying agility to manage multiple priorities and deliver timely, effective outcomes.
Closing Date: 22nd September 2025
Don’t meet every single requirement? At BESA, we are committed to building a diverse and inclusive workplace. If you're enthusiastic about this role but your experience doesn't match every requirement perfectly, we encourage you to apply anyway. You might be exactly the candidate we're looking for!
The Building Engineering Services Association is the UK's leading trade organisation for building engineering services contractors – representing the interests of firms active in the design, installation, commissioning, maintenance, control and management of engineering systems and services in buildings. Want to find out more? Why not check our website? www.thebesa.com
ABOUT THE DEPARTMENT:
The IT Department provides tailored solutions and support to the BESA Group and to their external customers. Our software solutions range from:
Desktop applications
Web applications and services
We are committed to continuous improvement and delivering commercially effective solutions that meet our customers' evolving needs.
ABOUT THE ROLE:
In this role, you will deliver first- and second-line support to end users on the IT Service Desk, ensuring quick and effective resolution of technical issues. You will demonstrate accountability and agility in prioritising and resolving technical problems, while showing care and customer empathy to create a positive user experience. With a focus on continuous improvement, you will look for ways to enhance support processes and ensure solutions are commercially aware and aligned with business needs. This is a hybrid role requiring you to be in the Penrith office 2/3 times a week.
Key Duties
-Provide first-line helpdesk support with accountability, ensuring all IT Service Desk calls are answered, logged, and prioritised effectively in line with business needs.
-Deliver 1st/2nd tier support for routine service requests across the BESA Group, showing care and customer empathy by resolving incidents promptly and within agreed SLAs.
-Work collaboratively with third-party suppliers and partners to escalate and resolve more complex issues, demonstrating agility and a focus on providing a seamless service experience.
-Take ownership of continuous improvement, identifying opportunities to enhance helpdesk processes and support delivery, while ensuring solutions are commercially aware and add value to the business.
ABOUT YOU
Qualification, Knowledge & Experience - Essential
-Strong working knowledge of IT systems and Microsoft applications, enabling you to offer practical support and solutions.
-A commitment to continuous improvement, keeping up to date with emerging IT trends and best practices
Qualification, Knowledge & Experience – Desirable
Experience or familiarity with:
Microsoft technologies
IT hardware
Microsoft client operating systems and applications
Microsoft server technologies
Skills & Abilities - Essential
-A collaborative team player who contributes effectively to team success while also working independently, demonstrating accountability in delivering results.
-Excellent customer service skills and a professional telephone manner, showing care and customer empathy in every interaction.
-Strong written and verbal communication skills, ensuring clear, respectful, and effective engagement with colleagues, users, and partners.
-Analytical and solutions-focused, with the ability to identify root causes and drive continuous improvement in IT support processes and user experiences.
-Resilient and adaptable under pressure, applying agility to manage multiple priorities and deliver timely, effective outcomes.
Closing Date: 22nd September 2025
Don’t meet every single requirement? At BESA, we are committed to building a diverse and inclusive workplace. If you're enthusiastic about this role but your experience doesn't match every requirement perfectly, we encourage you to apply anyway. You might be exactly the candidate we're looking for!