WHAT SKILLS ARE WE LOOKING FOR?

To be successful in this role you must be able to work independently to diagnose and resolve issues, have a high level of skill in time management to ensure that deadlines and service level agreements are met, you must be able to organise your work efficiently ensuring that tickets are dealt with correctly and using your own initiative to resolve issues in a timely manner.

REQUIRED SKILLS:

Technical Skills:

• Strong troubleshooting skills (Hardware, Software, Active Directory, Office 365 Cloud Admin Centres,)
• Windows OS Support (Windows 11)
• Active Directory (Syncing, User creation and management)
• Microsoft 365 Admin Centres (Intune, Entra, SharePoint, Microsoft Teams, Exchange)
• SharePoint (Site Management, Creation, Deletion, Permissions)
• Basic understanding of networking
• Remote Support (TeamViewer, Remote Desktop)
• FreshDesk or similar IT ticketing systems
• Mobile Device Support (Android)

Security Awareness:

• Understanding of access control, password policies, antivirus and basic endpoint security
• Ability to detect security risks

Problem-Solving Skills:

• Ability to diagnose and resolve non-standard or complex technical issues
• Root cause analysis and clear documentation of solutions
• Documentation of next actions and action dates on requests

Communication & Interpersonal Skills:
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- Clear, user-friendly communication with both technical and non-technical users
- Strong documentation and ticketing practices
- Ability to manage and cater to customer expectations
- Ability to recognise and manage customer emotions

Team Collaboration:

• Able to work closely with other IT teams
• Take ownership of assigned work and see them through to resolution

Time Management & Prioritization:

• Able to handle multiple tickets simultaneously and meet SLA targets

We are looking for someone who is committed to continuous improvement in all areas of responsibility. You will be able to demonstrate an organised and professional approach to the tasks you are given, have an imaginative and creative approach to resolving issues, are self-motivated and able to work unsupervised, whilst being a strong communicator with excellent customer service skills.
You will have proven experience working in an IT helpdesk support team and whilst we will accept applicants with experience in any sector, experience in a large manufacturing environment would be desirable.
Advertised: 04 Jun 2025 GMT Daylight Time

MAIN PURPOSE OF THE ROLE

The IT department are based at our Birmingham office, providing 1st and 2nd line support and solutions for over 700 users in 11 countries across the EMEA region, ensuring the department maintains high work levels and strive to help deliver the IT and Business strategy.
This role requires an experienced IT 1st line support member with experience with providing 2nd line support as well as having a high level of awareness with cyber security and attention to detail.
The successful candidate will be able to complete work independently within the function, ensure deadlines and service level agreements are met, work under a high intensity environment handling a minimum of 100 tickets a week, abide by company policies and procedures as well as enforcing them when required, ability to detect security risks to the business and prevent them as well as strive to provide good customer service levels to the business.
Travel to other offices may also be required.

PRIMARY RESPONSIBILITIES

• Provide first and second level support to internal customers and external when required
• Able to communicate efficiently and liaise with internal 3rd line support handing over tasks and working alongside them to resolve issues
• Ability to effectively communicate with 3rd party suppliers, building rapport and maintaining relationships
• Ensure that all helpdesk tickets are logged and resolved within agreed service level agreements, ensuring compliance with internal policies and procedures
• Ability to accurately and efficiently configure and maintain a variety of desktop and mobile devices (Laptops, Tablets, Mobile Phones, Desktop PC’s, Dashboards)
• Work alongside other IT teams on projects for ensuring smooth rollouts or completion of key tasks
• Take full responsibility of own workload ensuring that effective planning and time management is in place to meet service level agreements and deadlines
• Continue to learn and develop own skills on internal processes and systems
• Complete various purchasing tasks when required
• Diagnose and resolve hardware and software faults
• Provide detailed notes on helpdesk requests to ensure that all previous actions, future actions and action dates are clearly defined
• Update the support functions knowledge base with relevant solutions
• Spot trends and underlying issues and implement remediations
• Demonstrate and train end users on key systems and applications when required
• Completion of independent projects and working alongside others on tasks
• Handling new starters and leavers in the business within strict SLA’s
• Work on a weekly triage rotation handling all incoming tickets into the system, resolving and escalating to the correct IT area
• Completion of workflows for a series of access and purchasing requests