The role is primarily focused on providing first and second line support for hardware, software, Microsoft 365 services and business applications, ensuring users receive a professional, responsive and effective support experience.
This role requires you to have a Full UK driving licence and access to a vehicle to travel to our offices to support end users as and when needed.
THE ROLE
Service Desk Support
- Provide first and second-line IT support to employees across multiple offices.
- Respond to support requests through the Service Desk Portal and telephone.
- Manage incidents and service requests within agreed timescales.
- Keep support tickets accurate and up to date, recording actions and resolutions.
- Escalate more complex issues to senior members of the IT team when required.
- Keep users updated on progress and expected resolution times.
End User Support
- Troubleshoot issues with computers, laptops, mobile devices and other IT equipment.
- Resolve hardware, software, printing and connectivity issues.
- Support users with Windows, Microsoft Office and Microsoft 365 applications.
- Assist with Microsoft Teams, Outlook, OneDrive and other Microsoft 365 services.
- Provide support by telephone, remote access or in person.
Device Management
- Set up, configure and deploy laptops, desktops and mobile devices.
- Support the IT setup and removal of equipment for new starters and leavers.
- Prepare and maintain equipment for new and existing employees.
- Keep accurate records of IT equipment and software.
- Liaise with suppliers and manufacturers regarding repairs, warranties and replacements.
Microsoft 365 Administration
- As experience develops, responsibilities may include:
- Manage user accounts, passwords and access within Microsoft 365 and Entra ID.
- Administer Exchange Online, SharePoint, OneDrive and Microsoft Teams.
- Support device management through Intune and Windows Autopilot.
- Manage Microsoft 365 licences and permissions.
- Assist with security and access policies under guidance from senior team members.
Infrastructure Support
- Assist with routine system monitoring and maintenance.
- Support IT security, antivirus and software updates.
- Assist with backup and recovery processes.
- Help troubleshoot network issues where required.
- Support IT projects, system upgrades and new technology implementations.
Continuous Improvement
- Identify recurring issues and trends to help improve IT support.
- Create and maintain IT guidance, documentation and knowledge base articles.
- Suggest improvements to IT processes and the user experience.
- Keep up to date with Microsoft technologies and IT best practice.
WHAT EXPERIENCE DO I NEED?
- Experience in an IT Service Desk, Helpdesk or Technical Support role.
- Good troubleshooting and problem-solving skills.
- Experience supporting Windows 10/11.
- Good knowledge of Microsoft Office and Microsoft 365.
- Experience supporting laptops, desktops, printers and mobile devices.
- Experience using the following systems is desirable - Microsoft 365 Administration, Microsoft Entra ID, Microsoft Intune, Windows Autopilot, SharePoint and OneDrive, Exchange Online, Active Directory, Remote support tools such as TeamViewer, Endpoint security, Azure
WHAT SKILLS SHOULD I HAVE?
- Good communication and customer service skills
- Ability to manage and prioritise multiple tasks
- Be proactive when responding to tickets
- Strong attention to detail
- Time management skills and ability to work towards a deadline
- Good interpersonal skills
- Ability to adapt your communication to the end user
