IT Service Desk Technician

The 1st / 2nd Line IT Support Desk Technician is responsible for delivering high-quality IT support to over 220 employees across seven offices.

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?
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• 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