Job Title: IT Technical Support Administrator
Responsible to: Head of IT - Europe
Interfaces with: PCA employees at all Levels, Clients & Suppliers.
Location: Exchange Quay, Manchester.
Last updated: April 2025

REQUIRED EXPERIENCE & QUALIFICATIONS:

• 3–5 years in an IT Helpdesk or Technical Support role.
• Strong knowledge of Microsoft Windows 10/11, Office 365, and Active Directory user management.
• Familiarity with helpdesk ticketing systems (e.g., Issuetrak, ServiceNow, Zendesk) and remote support tools.
• Excellent troubleshooting skills with desktop, laptop, mobile, and peripheral devices.
• Basic networking knowledge (IP addressing, DNS, VPN’s and VLAN’s).
• Experience supporting Microsoft Teams, SharePoint, and Outlook.
• Understanding of IT security Best Practices and user training techniques.
• Strong understanding of ITIL principles, would be especially beneficial.

PREFERRED SKILLS:

• Previous experience in a regulated environment (financial, legal, or healthcare).
• Familiarity with compliance requirements such as GDPR and PCI-DSS.
• Knowledge of endpoint management tools like Microsoft Intune and similar platforms.
• Ability to create user guides, SOPs, and conduct internal user training sessions.

ROLE OVERVIEW:

As a member of the IT Helpdesk at Phillips & Cohen Associates, you will be part of a small team of Technical Support Administrators responsible for delivering first-class technical support primarily across our UK Office but can include our Global Offices. You will ensure high levels of customer satisfaction by managing day-to-day operations, resolving helpdesk escalated issues and enforcing SLAs.

KEY RESPONSIBILITIES:

• Intercept open helpdesk tickets and handle to their successful conclusion, ensuring timely resolution and proper escalation of incidents and change management requests.
• Oversee hardware and software provisioning, onboarding / offboarding processes, and user access controls.
• Act as the first point of escalation for technical support issues.
• Collaborate with infrastructure and security teams to maintain system integrity, compliance, and documentation.
• Contribute to the analysis of ticket trends to identify recurring issues and opportunities for automation or knowledge base improvements.
• Ensure compliance with security policies and industry standards (e.g., ISO27001, GDPR).
• Participate in system rollouts, patching cycles, and software updates in collaboration with Senior members of IT.
• Produce regular reporting on Helpdesk performance metrics and end-user satisfaction.
• Maintain and improve standard operating procedures and training guides for the Helpdesk.