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- Provide 1st and 2nd line IT support for all hardware, software, and network-related issues.
- Troubleshoot and resolve user issues in person, over the phone, and via remote support.
- Manage and resolve support tickets in a timely manner, escalating more complex issues to 3rd line support when required.
- Set up and configure new user devices, including laptops, desktops, and mobile devices.
- Assist with network troubleshooting and basic configuration.
- Provide support for common applications such as Microsoft Office 365, Windows, and various in-house software.
- Maintain an accurate log of IT support activities and updates in the asset management system.
- Collaborate with the wider IT team on projects and infrastructure improvements.
- Ensure user satisfaction by delivering high-quality customer service and following up on outstanding issues.
- Previous experience in a 1st or 2nd line IT support role.
- Strong knowledge of Microsoft operating systems and Office 365.
- Experience with basic network troubleshooting and device configuration.
- Excellent problem-solving skills and attention to detail.
- Strong communication skills, with the ability to explain technical issues to non-technical users.
- Ability to work independently and manage time effectively in a fast-paced environment.
