About this role
Salary: £38,000 - 66,000 per year
Requirements: Some time in a service desk, helpdesk, or 1st line role, ideally with broadband, connectivity, or basic networking exposureConfident on the phone, including when the update is still working on itMethodical and able to follow the ticketing process properly rather than work around itSteady under a queue of open tickets rather than needing everything sorted out for youGenuinely looking for a 2–3 year career path, not a stopgap while looking elsewhereExperience with Jira Service Management, Geocom, or IT Glue would help, but is not required Responsibilities: Answer inbound calls and work a shared triage queue, picking up tickets from phone, email, and the customer portalDiagnose broadband, connectivity, and IP issues, including ADSL, fibre, and FTTC workSupport hosted/cloud telephony users and carry out first-line checks on Avaya/Mitel PBX systems, including handsets, extensions, and call-flow problemsApply documented fixes before escalating issues furtherChase third-party suppliers when broadband or leased line issues need it, and arrange engineer visitsLog faults properly so escalations include the right contextHelp clear a backlog left over from recent acquisitions and platform changes Technologies: CloudCRMFlowSupportJIRADevOps More:
We are a Managed Service Provider in Leeds that has recently completed a series of acquisitions and is investing heavily in our service desk. We offer structured training on hosted telephony, our CRM and ticketing platform, and moves/adds/changes, along with hands-on time on demo systems for router configuration and telephony scenarios. This role provides a clear path from broadband tickets into telephony administration and then more complex connectivity and PBX work. Once settled in, there may be occasional out-of-hours work for supplier chasing and diversions, while actual call-outs are rare and on-site attendance is very unlikely. We offer a visible route to move beyond 1st line into a wider technical career.
last updated 34 week of 2026