QUALIFICATIONS

• 2 years + experience of working in an IT support environment
• Proven ability to manage, and influence both direct and indirect reports
• Outstanding customer service skills
• Experience of working with ITIL processes
• Technical skills around the Microsoft Stack
• Ability to coach less experienced team members

INTERESTED BUT DON’T FEEL YOU MEET ALL THE QUALIFICATIONS?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we consider applications that might not meet all the criteria but have the aptitude and capability. Our priority is to ensure we set people up for success.

ABOUT THE ROLE

• Broad Skill Development: You’ll likely wear multiple hats, gaining experience in various areas of IT rather than being pigeonholed into a single role.
• Direct Impact: Your contributions are more visible and can have a significant impact on the team’s success and the company’s goals.
• Growth Opportunities: With fewer layers of management, there’s often more room for taking on responsibilities and advancing your career.
• Flexibility and Innovation: Smaller teams can be more agile, allowing for quicker decision-making.

RESPONSIBILITIES

• Incident, Problem and Request Management.
• Accept, categorize, and prioritise requests based on impact and urgency for company applications, including M365/O365 alongside a number of other line of business applications.
• Incident and Problem Analysis and Resolution.
• Narrow down error patterns to identify common issues.
• Perform thorough problem analysis to understand root causes.
• Resolve requests for known problems using established procedures.
• Forward new or complex issues to 3rd level support teams.
• Regularly check IT services for anomalies.
• Comment on requests and document solutions within any knowledge database.
• Keep colleagues informed about the status of their requests and incidents.
• Install, configure, and deliver workplace devices (laptops, mobile devices, etc).
• Handle and Configure mobile devices (e.g., Surface, iPhone, iPad).
• Apple Ecosystem experience – Working with & Supporting Apple Devices.
• Automation – Workato experience is a plus.
• Travel – Travel to our offices in the UK & across the Nordics on an as needs basis