About the Role
Working within the Service Desk, the role focuses on keeping day-to-day ICT services running smoothly, by acting as the go-to point for technical support. It involves handling a mix of user issues, system changes, and equipment setup, while making sure problems are resolved quickly and users stay informed.
Key Duties:
Handle incoming ICT issues and service requests, taking ownership from first contact through to resolution
Troubleshoot a wide range of hardware, software, and network issues in a practical, user‑focused way
Set up and maintain devices, including laptops, desktops, and core software
Provide user support both remotely and on‑site when required
Manage and track requests to ensure nothing is missed and updates are clearly communicated
Carry out routine tasks such as system updates and basic maintenance
Work closely with users to understand their needs – not just their requests
Offer clear, straightforward advice on systems and the effective use of technology
Help keep processes simple and efficient so the service desk runs smoothly
About You
We are looking for someone who is / has:
A strong problem‑solving mindset, with the ability to work through issues logically
Confident taking ownership of issues and seeing them through to resolution
Clear and approachable communicator, able to explain technical matters in plain language
Customer‑focused, with a genuine desire to support and help others
Able to prioritise workloads and manage multiple requests without losing track
Adaptable and flexible, particularly when dealing with urgent or unexpected issues
A solid technical foundation across Windows environments, networking, and common business systems
Comfortable working independently while contributing positively as part of a team
Reliable and well organised, with strong attention to detail
Willing to learn, develop, and keep up to date with evolving technology
Qualifications & Training:
A Level, ICT Apprenticeship or equivalent qualification in ICT, Computer Science, or a related discipline, or equivalent practical experience.
Experience:
· Experience providing customer-focused ICT support within a service desk, helpdesk, or technical support environment.
· Experience supporting Microsoft Windows desktop operating systems.
· Experience diagnosing and resolving hardware, software, and user-related ICT issues.
· Experience working with service management or ticketing systems.
Knowledge:
· Microsoft Windows 10 and Windows 11.
· Microsoft 365 services including Outlook, Teams, OneDrive, and Exchange Online.
· Active Directory and Microsoft Entra ID.
· ICT infrastructure, endpoint devices, and desktop technologies.
· Networking fundamentals including TCP/IP, DNS, DHCP and Wi-Fi.
· ICT peripherals including printers, scanners, and multifunction devices.
· Information security and cyber security principles.
· IT service desk processes, procedures, and good practice, preferably aligned to ITIL principles