Service Desk Team Member (L1)
Reporting to the Service Desk Team Lead, the Service Desk Team Member is responsible for providing first-line technical support to employees across the organisation. Acting as the primary point of contact for IT-related incidents and service requests, this role focuses on delivering exceptional customer service while resolving technical issues efficiently and professionally.
The successful candidate will support end users across a range of technologies, including Microsoft desktop environments, business applications, mobile devices, and user account management. They will play a key role in onboarding new employees, offboarding departing staff, maintaining accurate IT records, and ensuring compliance with company policies and procedures.
This role is ideal for someone who enjoys helping people, has a strong customer service mindset, and is looking to develop their technical skills within a collaborative IT team environment. Participation in IT improvement initiatives and projects will also form part of the role.
Key Responsibilities
- Provide first-level support via phone, email, ticketing system, and Microsoft Teams.
- Troubleshoot and resolve hardware, software, account, and connectivity issues.
- Escalate complex incidents to Level 2 and Level 3 support teams as required.
- Manage IT onboarding and offboarding activities.
- Maintain accurate asset, user, and support documentation.
- Deliver high levels of customer service and timely communication to end users.
- Participate in team meetings, projects, and continuous improvement activities.
- Follow IT security, change management, and data management procedures.
- Contribute to maintaining a safe working environment.
Essential Skills & Experience
- Minimum 2 years' experience in an IT Service Desk, Help Desk, or Desktop Support role.
- Experience supporting Microsoft Windows desktop environments.
- Experience supporting Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
- Experience with Active Directory and Entra ID (Azure Active Directory) user administration.
- Experience troubleshooting desktops, laptops, printers, mobile devices, and common business applications.
- Strong customer service and stakeholder management skills.
- Excellent verbal and written communication skills.
- Ability to prioritise workload and manage multiple tasks simultaneously.
- Strong documentation and problem-solving skills.
- Ability to work both independently and as part of a team.
Desirable Skills & Experience
- ITIL Foundation certification.
- Experience supporting hybrid Microsoft environments.
- Experience with Intune / device management platforms.
- Experience supporting ERP, finance, or operational business applications.
- Exposure to networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
- Basic PowerShell scripting skills.
- Experience working in a multi-site organisation.
Qualifications
- Qualification in Information Technology, Computer Science, or a related discipline, or equivalent industry experience.
- Current driver's licence preferred.
Personal Attributes
- Customer-focused and service-oriented.
- Professional, reliable, and accountable.
- Strong attention to detail.
- Positive and collaborative attitude.
- Eagerness to learn and develop technical skills.
- Ability to remain calm under pressure and manage competing priorities.