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- Provide first-line support for hardware, software, and internal applications, troubleshooting issues for staff via phone, in person, or online.
- Log and track incidents, escalating complex issues to 2nd or 3rd line teams and external providers where necessary.
- Collaborate with 3rd parties to resolve technical issues.
- Carry out hardware and software installations, configurations, and updates.
- Assist in managing IT service desk operations in line with internal standards.
- Create and maintain troubleshooting documentation.
- Provide basic IT training and support to staff, including remote assistance.
- Set up and maintain computer hardware, software, laptops, audio/visual equipment, and peripherals.
- Assist with maintaining the global and cloud network infrastructure, including switches, cabling, virtual servers, and wireless equipment.
- Administer Office 365 services such as Exchange, Azure AD, and SharePoint.
- Support the IT team with IT equipment preparation and setup.
- Report any detected breaches of IT policy to management.
- Contribute to report generation, project planning, and documentation as needed.
- Qualifications:
- Level 3 or higher qualifications in IT/Computing.
- Technical Skills:
- Basic understanding of Active Directory and Azure Active Directory management.
- Strong troubleshooting skills in Microsoft Office 365 and Windows 10/11.
- Basic knowledge of networking protocols (DNS, DHCP).
- Familiarity with IT hardware/software, alongside excellent PC skills.
- Communication:
- Strong verbal and written communication skills.
- Ability to share knowledge and support team learning.
- Problem-Solving:
- Able to quickly identify and resolve IT systems issues.
- Capacity to remain professional and composed under pressure.
- Time Management:
- Ability to manage workloads efficiently and meet SLA targets.
- Teamwork:
- Ability to build productive relationships with colleagues, clients, and third-party providers.
- Willingness to continuously improve knowledge through self-study or higher education.
- Microsoft certifications.
- Knowledge of Mac OS.
- Experience working on a Help Desk or Service Desk.
- Familiarity with Microsoft Power Apps, Power Automate, MS Forms, SQL databases, and PowerShell.
- Experience with SharePoint & site security.
- Understanding of data protection and IT security procedures.
- Flexibility to work outside normal office hours and travel if needed.
- Foreign language skills are beneficial.
- Company pension
- On-site parking
- Sick pay
- Regular company events
