• Act as the first point of contact for IT-related queries via phone, email, and ticketing system.
• Accurately log, categorise, and prioritise incidents and service requests.
• Troubleshoot and resolve issues related to hardware, software, user accounts, and connectivity.
• Escalate complex issues to 2nd/3rd line support or external vendors as appropriate.
• Ensure timely and clear communication with users throughout the ticket lifecycle.
• Support the Head of IT Operations in developing and maintaining a user-friendly IT knowledge base.
• Identify recurring issues and contribute to root cause analysis and problem management.
• Recommend and implement improvements to service desk processes and documentation.
• Review customer feedback and ticket data to identify trends and improvement opportunities.
• Maintain accurate asset and configuration records.
• Collaborate with other IT teams and third-party suppliers to ensure seamless service delivery.
• Support site visits and remote troubleshooting when required.

• Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting.
• Strong customer service orientation with excellent communication skills.
• Working knowledge of Windows 10/11, Office 365, Active Directory, and common desktop applications.
• Experience using IT service management tools
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Understanding of ITIL principles and service management best practices.
• Proactive and self-motivated with a continuous improvement mindset.
• Empathetic and patient when dealing with users of varying technical ability.
• Detail-oriented and methodical in approach to technical troubleshooting and documentation.
• Collaborative team player who contributes to a positive working culture.

• ITIL Foundation certification.
• Experience with Microsoft Intune, Azure AD, and endpoint management.
• Data processing and reporting skills (Excel, PowerBI)
• Familiarity with knowledge base platforms and documentation standards.
• Experience supporting hybrid working environments and remote users.

What you need to do now

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