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- Provide 1st and 2nd line technical support across IT services, with a focus on customer satisfaction.
- Own and manage incidents and service requests through to resolution, remotely or onsite.
- Deliver fixes, workarounds, and technical solutions in line with SLAs and KPIs.
- Support and mentor Service Desk Analysts, and provide cover when required.
- Maintain and improve documentation and knowledge base resources.
- Liaise with internal teams and 3rd parties for technical support and escalations.
- Assist in managing IT assets, lifecycle data, and ensuring data accuracy within systems.
- Participate in Problem Management, Asset Management, and Major Incident processes.
- Use and maintain the ServiceNow toolset and ensure excellent service recordkeeping.
- Proven experience in IT support roles within complex environments.
- Strong customer service skills, including experience with complaints and escalations.
- Technical knowledge across Windows OS, Active Directory, network protocols, and mobile devices.
- Proficiency with incident/problem management, troubleshooting, and root cause analysis.
- Familiarity with ITIL processes (ITIL Foundation certified).
- Knowledge of network administration (TCP/IP, LAN/WAN/Wi-Fi).
- Strong documentation, communication, and time management skills.
- Ability to manage and prioritise tasks in a fast-paced environment.
