EDUCATION AND QUALIFICATIONS:

• GCSE Maths and English at grade C or higher
• CompTIA A+ qualification (desirable)
• Microsoft Technology Associate certification (desirable)
• Knowledge/understanding of IT systems (desirable)

EXPERIENCE AND KNOWLEDGE:

• Previous experience in a 1st line IT support/helpdesk environment
• Basic understanding of IT infrastructure including desktops, laptops, printers, and networking
• Familiarity with Microsoft Windows OS and Microsoft Office 365 applications
• Exposure to Active Directory (e.g. password resets, user account creation)
• Understanding of ITIL principles and service desk ticketing systems (e.g. ServiceNow, Freshdesk, Jira)
• Awareness of cyber security best practices and data protection standards (e.g. GDPR)

COMPETENCIES AND SKILLS:

• Ability to diagnose and resolve basic hardware/software issues
• Basic troubleshooting of network connectivity (Wi-Fi, VPN, DNS)
• Comfortable working with remote support tools (e.g. AnyDesk, TeamViewer, SCCM)
• Experience with using and troubleshooting mobile devices including iPhone/ iPad technology.
• Mac OS Support/Troubleshooting
• JAMF Pro
• Comply with Asset Management, Starters and Leavers, and Security and Access Management process and procedures
• Logging and updating tickets accurately and efficiently
• Customer Service Skills
• Strong communication skills — able to explain technical issues clearly to non-technical users

ABOUT US

Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.
Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far:
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- Customer Net Promoter Score of +92
- Gold Award Investors in People Accreditation
- 3-star “World Class” Best Companies accreditation, and for 2022, 2023, and 2024:
- The no. 1 best telecoms company to work for
- 9th best mid-sized company in the UK to work for!
- 7th best company in the West-Midlands to work for!
- Platinum Eco Vadis rating
We select candidates with the right skills, experience, and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website

KEY RESPONSIBILITIES AS AN IT SERVICE DESK ANALYST:

• Diagnose and Resolve Issues: Identify and resolve basic hardware and software faults on desktops, laptops, and peripherals.
• Network Troubleshooting: Carry out initial diagnostics for connectivity issues including Wi-Fi, VPN, and DNS.
• Remote Support: Use remote access tools (e.g. AnyDesk, TeamViewer, SCCM) to assist users effectively.
• Ticket Management: Accurately log, update, and close support tickets in a timely manner using service desk systems.
• Out of hours/ rota basis support for client on business critical days
• User Communication: Clearly explain technical issues and solutions to non-technical users via phone, email, or chat.
• Professional Conduct: Maintain a courteous and professional tone in all communications.
• Problem Solving: Apply logical thinking to troubleshoot and resolve issues proactively.
• Learning and Development: Show a willingness to learn new technologies and expand technical knowledge.
• Team Collaboration: Work effectively both independently and as part of a team.