Role

• Provide first line technical support and assistance to internal staff based across multiple locations
• Troubleshoot IT hardware & software issues
• Deliver successful outcomes in line with the associated SLA’s
• Use of service desk system to log, prioritise and manage support requests
• Manage user/employee onboarding & offboarding
• Ensure compliance with existing organisation policies and procedures
• Create and maintain technical operational documentation and procedures

• Participate in an on-call rota

Key Technical Skills/Requirements

• Knowledge of Windows 10/11 desktop environments
• Knowledge of Microsoft Active Directory & 365 services (Azure AD/SharePoint/OneDrive/Teams)
• Experience with remote access technologies and virtual desktop infrastructure
• Experience with desktop hardware lifecycle management
• Experience with UEM/MDM & Remote Assistance tooling
• Basic understanding of virtualisation, networking and print/file services

Key Non-Technical Skills/Requirements

• 2 years’ experience in a similar role
• Good written and verbal communication skills, with the ability to liaise with both technical and non-technical staff
• Fluent in English
• Enthusiastic and passionate about IT
• Excellent organisation, task prioritisation and time management skills, with the ability to operate independently

Desirable

• Experience with Atlassian software (Confluence/JIRA Service Management)
• Experience with MacOS
• Experience with VMWare WorkspaceOne & Horizon
• Understanding of “Modern Desktop” concepts and technologies