About the Role You’ll be the first point of contact for IT support, providing both remote and face-to-face assistance across a range of sites. Working under the Service Desk Team Leader, you’ll play a key role in ensuring smooth day-to-day ICT operations.
Key Responsibilities
- Provide Level 1 IT support across desktop, mobile, and network environments
- Troubleshoot and resolve incidents and service requests within SLA timeframes
- Deliver high-quality customer service via phone, remote, and in-person support
- Log, track, and update tickets using ITSM tools (Halo experience highly regarded)
- Support hardware deployments, upgrades, and asset management
- Maintain accurate records across systems, including CMDB updates
- Communicate effectively during incidents and planned maintenance
- Contribute to knowledge base articles and process improvements
- MUST be available immediately
- 5 years’ experience in a Service Desk or IT Support role
- Strong troubleshooting skills across Microsoft environments (Windows, O365, Azure AD, Intune)
- Experience supporting desktops, laptops, mobiles, and peripherals
- Familiar with ITSM tools and ticketing systems
- Excellent communication and customer service skills
- Ability to manage high ticket volumes in a fast-paced environment
- ITIL certification (or similar) is highly regarded
