IT Service Desk Technician

Your future challenge 

As an IT Service Desk Technician, you will play a key role in delivering efficient, high‑quality IT services across the Workington mill. You will work both reactively, managing incidents, resolving day‑to‑day issues and providing 2nd‑line support, and proactively, contributing to infrastructure and application improvements and supporting the introduction of new functionality.

You will act as a technical contact for end users, ensuring professional communication throughout incident and change lifecycles, and will coordinate planned downtime and system changes with departments. In this role, you may also train and guide apprentices and users, helping to reduce recurring incidents and improving digital competence across the site.

As part of the IT team, you will support systems that operate 24x365 and may participate in the call‑out rota to ensure business continuity.

The successful candidate will have:

• At least 1 year of experience in a similar 2nd or 3rd line IT support role.
• Relevant education in Information Technology or equivalent experience.
• Strong problem‑solving and analytical abilities.
• Excellent verbal communication and technical documentation skills.
• Confidence in managing incidents through to closure and escalating when needed.
• Ability to work collaboratively with Infrastructure, Application and Service Desk colleagues.
• A professional, reliable, and supportive approach.

To apply for this role, you should have:

•  Practical experience supporting IT applications and infrastructure.
• Strong organisational skills and ability to manage change requests.
• A willingness to participate in training and maintain up‑to‑date knowledge of IT.
• A proactive mindset for improving IT service delivery.
• The ability to work effectively as part of a supervised team.
• The ability to follow instructions and IT procedures accurately.
• Be reliable, punctual and have basic time/task management
• Good communication skills and strong attention to detail.
• Maths & English Level 4 or an equivalent qualification.
• An IT-related qualification – BTEC, OCR or equivalent.
• A willingness to learn and develop technical skills through training.

What we offer you:

• A competitive salary 
• Generous contributory pension plan
• 33 days annual leave (inclusive of bank holidays) and the option to buy holidays
• 3 x Life assurance cover
• A range of benefits to support your health and wellbeing 
• Employee assistance programme
• Bi-annual eye test at local optician
• Flu vaccinations
• Annual uniform allowance
• Proactive medical screening with on-site OHT support
• On-site staff canteen
• Cycle to work scheme
• Family friendly procedures including enhanced maternity leave and menopause policy.
• Exclusive staff discounts and deals through Benefit Hub
• Active Social Club with money off local entertainment vendors and regular events throughout the year.

Disabled applicants are welcome and encouraged to apply.  We will make accommodations during the recruitment process to ensure accessibility.

Holmen is an equal opportunities employer that values diversity and is strongly committed to providing equal employment opportunities for all employees and all applicants for employment. 

We are devoted and committed to developing our teams and ensuring that our staff have the courage, commitment and responsibility to perform at their best. We provide significant resources to enable you to achieve your potential and expect our staff to always perform to the best of their ability.  

Apply today

If you’re looking for the opportunity to challenge yourself and make a positive impact with a pioneering customer orientated business, we’d love to hear from you. 

To apply, please click the “Apply for this position” link at the end of the advert and upload your CV to arrive by 1800 hours on Sunday 5th April 2026.