Responsibilities

• Deliver first and second-line technical support to users across hardware, software, mobile devices, and business applications via desk-side support, phone, email, and remote assistance.
• Log, track, and manage incidents and service requests through the IT Service Management platform, ensuring timely resolution and escalation where required.
• Monitor and manage Service Desk queues and inboxes, ensuring incidents are prioritised and resolved within agreed SLAs.
• Provide exceptional customer service by keeping users informed throughout the resolution process and managing expectations effectively.
• Troubleshoot and resolve IT issues at first point of contact wherever possible, improving first-time fix rates and user satisfaction.
• Administer user accounts and permissions across Active Directory, Microsoft Exchange, Microsoft 365, and related systems.
• Support, maintain, and deploy end-user hardware including desktops, laptops, monitors, printers, mobile devices, and peripheral equipment.
• Manage IT onboarding and offboarding activities, including user account creation, equipment allocation, asset recovery, and access management.
• Provide meeting room and conference technology support, ensuring smooth operation of collaboration tools and AV equipment.
• Build, configure, image, deploy, and rebuild laptops, desktops, and mobile devices in accordance with company standards.
• Support and maintain Citrix environments, remote access solutions, and home-working technologies.
• Manage mobile device deployment and support, including associated applications and mobile device management solutions.
• Assist with software installations, upgrades, testing, rollouts, and change management activities.
• Collaborate closely with senior technical teams and third-line support to resolve complex issues and improve service delivery.
• Investigate recurring incidents, identify trends, and recommend preventative measures and continuous improvement initiatives.
• Develop and maintain technical documentation, knowledge base articles, user guides, and FAQs.
• Perform post-resolution follow-ups to ensure issues have been fully resolved and customer satisfaction is achieved.
• Maintain hardware inventory levels and coordinate procurement activities when required.
• Participate in IT projects, office moves, technology upgrades, and infrastructure improvement initiatives.
• Ensure compliance with IT operational standards, security policies, ITIL best practices, and ISO procedures.
• Contribute positively to a collaborative team environment by sharing knowledge, supporting colleagues, and promoting best practices.
• Undertake additional duties and responsibilities as required to support business and departmental objectives.

Technical Skills

• Proven experience in a customer-facing IT Support, Service Desk, or End User Computing role, ideally within a professional services environment.
• Experience using IT Service Management (ITSM) or call-logging systems for incident and request management.
• Strong knowledge of Microsoft Windows operating systems, particularly Windows 10 and Windows 11.
• Hands-on experience supporting Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, Teams, and Exchange Online.
• Strong understanding of Active Directory, user administration, permissions management, and account provisioning.
• Experience supporting desktop, laptop, printer, wireless, and mobile device technologies.
• Knowledge of web browsers including Microsoft Edge and Google Chrome.
• Experience supporting mobile devices and mobile device management solutions.
• Familiarity with Citrix environments, remote access technologies, and hybrid working solutions.
• Understanding of desktop imaging, device deployment, and hardware lifecycle management.
• Exposure to document management systems and legal applications would be advantageous.
• Experience documenting technical processes, procedures, and knowledge articles.
• Working knowledge of ITIL principles, incident management, request fulfilment, problem management, and change management processes.