DESIRED SKILLS AND EXPERIENCE

• Genuine enthusiasm for working with technology
• Microsoft Entra, Azure & Google cloud services
• MS Azure 2FA services
• Remote Desktop Services (Microsoft RDS)
• MDM platforms (InTune, Samsung Knox)
• Anti-virus platforms (Microsoft Defender/Sentinal One)
• Anti-spam/phishing platforms (Barracuda/KnowBe4)

ABOUT THIS ROLE

The role is to provide IT support to an office based and remote workforce. Liaising with staff members in person, via telephone, email and remote access tools.
Your role will involve troubleshooting any software and hardware issues to ensure smooth running of BAU operations. You will resolve technical issues in a timely and effective manner whilst always providing a first-class level of service. To be considered for this role, you must have solid experience gained within an IT Helpdesk role providing deskside and remote support, assessing the complexity of an issue and dealing with it yourself or escalating to the Head of IT and a 3rd party IT support team.
You will ensure all calls are logged into the IT Helpdesk system and progress notes are added to all calls.
Keeping the Head of IT and Support Team informed of request progress as appropriate and proactively managing problem calls through to completion in a timely basis.

KEY RESPONSIBILITIES

• Experience working in an IT Support/Helpdesk role
• Identifying and prioritising support requests by SLA
• Logging and updating support requests in the IT Helpdesk platform
• Use of remote access tools to aid with troubleshooting efforts
• Troubleshooting general software & hardware issues (workstations, laptops, printers)
• Providing deskside IT support & remote assistance as needed