Service Desk Consultant

Key Responsibilities

• Provide professional and friendly IT support to customers and internal users, both onsite and remotely  
• Travel to customer sites when required to deliver onsite support and technical assistance  
• Respond to, log, analyse, prioritise, and resolve IT incidents and service requests in a timely manner  
• Escalate unresolved issues where appropriate, ensuring full case ownership and updates throughout  
• Deliver desktop and end-user support, including both remote troubleshooting and desk-side assistance
• Manage user accounts, access rights, and devices securely, including provisioning and deprovisioning
• Use only approved systems and follow secure working practices when providing remote or onsite support
• Identify and promptly report any suspected security incidents or suspicious activity in line with company procedures
• Complete mandatory security training and support audit and compliance activities as required

• Diagnose and resolve hardware, software, and system issues across user environments  
• Perform desktop/laptop builds, reimaging, and device deployments  
• Provide administration and support across Microsoft environments, including:  
• Microsoft 365 (M365) tenant administration  
• Azure / Entra ID (user management, group management, Conditional Access, MFA)  
• Microsoft Intune / Endpoint Manager (device enrolment, compliance policies, configuration profiles, application deployment)  
• Exchange Online (mailbox management, mail flow troubleshooting, permissions, shared mailboxes)  
• Support identity and access management tasks 
• User provisioning/deprovisioning  
• Role-based access control (RBAC)  
• Troubleshooting authentication and sign-in issues  
• Provide support for:  
• Windows 10/11 environments  
• Microsoft Office applications  
• Mobile Device Management (MDM) for iOS/iPadOS and Android devices  
• Corporate smartphones and BYOD scenarios  
• Troubleshoot and support:  
• Email delivery issues (mail flow, spam filtering, connectors)  
• Endpoint compliance and security policies  
• Device configuration and deployment via Intune  
• Support and maintain:  
• Multi-function devices (printers, scanners, etc.)  
• Basic networking issues (connectivity, VPN, firewall-related user impact)  

• Maintain strong client relationships through excellent customer service  
• Proactively identify opportunities to improve customer IT systems and operations  
• Communicate effectively with clients and internal teams regarding progress, issues, and resolutions  
• Manage and prioritise workload effectively to meet deadlines and SLAs  

Skills, Knowledge and Expertise

• Minimum 2+ years’ experience in a Service Desk or similar IT support role  
• Proven experience working in a fast-paced, high-pressure environment  
• Strong understanding of Service Desk operations and ticket management processes  
• Excellent customer service and communication skills  
• Strong troubleshooting, diagnostic, and problem-solving abilities  
• Hands-on experience with:  
• Microsoft 365 administration  
• Azure / Entra ID identity management  
• Microsoft Intune (Endpoint Manager)  
• Exchange Online  
• Experience with:  
• Device imaging and deployment  
• Endpoint management and security policies  
• Microsoft licensing concepts and administration  
• Networking fundamentals (WAN, VPNs, firewalls)  
• Ability to work both independently and as part of a team  
• Full-clean drivers license 

• Exposure to ISO standards  
• ITIL certification (or working knowledge of ITIL practices)  
• Experience with:  
• Azure AD Connect / Hybrid environments  
• Conditional Access policy design and troubleshooting  
• Defender for Endpoint / M365 Security tools  

• Strong problem-solving and decision-making skills  
• Ability to prioritise effectively and manage multiple tasks simultaneously  
• Results-driven with the ability to perform under pressure, particularly in customer-facing environments  
• Quick to learn and adapt to new systems and technologies  
• Strong analytical thinking and attention to detail  
• Clear and professional communication skills