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- Permanent Full Time
About the role
Key Responsibilities
- Provide first-line technical support to end users, addressing issues related to Windows and MacOS operating systems.
- Manage and resolve incidents efficiently, ensuring minimal disruption to business operations.
- Handle the IT Service Desk queue, providing remote support to staff reporting issues or requesting assistance.
- Onboard new starters and offboard leavers, ensuring all IT-related processes are completed smoothly.
- Track all demand, including requests and issues, on the ITSM platform.
- Work closely with the Service Desk team lead to stay updated on all processes and support any business requirements.
- Create and maintain knowledge articles, ensuring they are up to date.
- Collaborate effectively with the wider Service Desk team on project deliverables.
Skills, Knowledge & Expertise
- Bachelors degree in information technology, computer science or related field.
- 3 years experience working in IT Service Desk / End User Services roles.
- Strong English verbal and written communication skills, with the ability to interact effectively with employees at the IT Service Desk, remotely, chats, tickets or via email.
- Knowledge of Windows and MacOS operating systems and troubleshooting techniques.
- Foundational knowledge of the Microsoft suite of products, including Entra ID (Azure AD).
- Willingness to learn and upskill continuously.
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