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- Deliver first and second-line technical support for ICT incidents, service requests, and changes.
- Ensure timely and effective resolution of technical issues, maintaining agreed SLAs.
- Support and maintain user accounts, software deployments, and IT assets across their lifecycle.
- Proactively monitor system performance and contribute to KPI reporting.
- Work closely with the Service Desk Lead on project delivery and transition of new systems to operational support.
- Maintain and enhance the team’s knowledge base and documentation.
- Provide mentorship and guidance to junior Service Desk staff.
- Assist in identifying and implementing improvements in support processes.
- A-level or equivalent qualification in an IT-related field.
- Demonstrable experience supporting a wide range of technologies including desktops, laptops, mobile devices, printers, and servers.
- Strong understanding of Microsoft Azure, Office 365, and Microsoft Teams.
- Good working knowledge of networking concepts (DHCP, DNS, TCP/IP).
- Familiarity with virtualisation, storage area networks (SANs), and secure gateways.
- Proven ability to troubleshoot and resolve technical issues independently and collaboratively.
- Excellent communication and interpersonal skills for supporting both technical and non-technical users.
- Organised, proactive, and able to manage and prioritise a varied workload.
- Experience contributing to IT projects is desirable.
