act as a key point of contact for users requiring deskside support
provide hands on technical resolution for a wide range of hardware and software issues
support moves, changes and service requests
take ownership of your own tickets throughout their lifecycle
prioritise workload effectively to ensure service level agreements are consistently achieved
proactively manage ticket queue, keeping tickets up to date, monitoring SLAs
maintain clear and regular communication with users
ensure all incidents are documented in Incident Management System
handle high priority and high impact incidents with care and professionalism
work closely with Operations Manager for service delivery issues
suggest service improvements and support implementation of changes to enhance user experience

Requirements

self motivated and collaborative individual
strong technical skills
customer centric approach
hands on experience supporting Windows 10 and later
Microsoft 365, Outlook and Adobe Acrobat proficiency
familiarity with remote support tools (Remote Assist and RDP)
experience with Active Directory, PC hardware and architecture
networking fundamentals knowledge
endpoint security solutions understanding (McAfee or Symantec)
general desktop technologies exposure
exposure to Windows 11 services (Autopilot and Intune) beneficial
ideally hold Microsoft technical accreditations
awareness of ITIL or IT service management principles

Benefits

12% defined non-contributory pension scheme
annual company bonus
private medical insurance
option to buy up to an additional 20 days or sell some of your holiday

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Windows 10Windows 11Microsoft 365OutlookAdobe AcrobatActive DirectoryPC hardwarenetworking fundamentalsendpoint security solutionsITIL

Soft skills

self motivatedcollaborativecustomer centricstrong technical skillsclear communicationownershipprioritizationproactive managementprofessionalismservice improvement

Certifications

Microsoft technical accreditations