• Provide responsive Level 1 and 2 support, troubleshooting technical issues and appropriately triaging or escalating more complex problems.
• Take genuine ownership of tickets, keeping customers informed and driving issues towards resolution rather than simply passing them on.
• Support a Microsoft technology environment including Microsoft 365, Exchange, Teams, Active Directory, Entra ID and Intune.
• Provide remote technical support across a geographically dispersed user base, including office and operational environments.
• Assist with user onboarding and offboarding, access management, devices and other day-to-day service requests.
• Contribute to a high-performing service desk by sharing knowledge, improving processes and helping reduce unnecessary escalations.

About you

• Previous experience providing hands-on IT support within a structured, professional Service Desk environment.
• Strong troubleshooting capability and the confidence to investigate unfamiliar issues, ask questions and work towards a solution independently.
• Hands-on experience supporting Microsoft technologies such as Microsoft 365, Exchange, Teams, Active Directory, Entra ID and/or Intune.
• Excellent verbal communication and customer service skills, with the maturity to manage expectations and take accountability for the customer experience.
• A proactive, self-sufficient mindset with the ability to prioritise competing requests and remain effective in a busy environment.
• A collaborative, improvement-focused attitude; ITIL knowledge or training and experience within retail, warehouse or similarly distributed environments will be highly regarded.
• Previous experience with PDTs and within retail roles will be a bonus