IT Service Desk Lead

To support Computer applications and platforms within an office and manufacturing environment. The team are therefore both 1st and 2nd line focused but the added ability to get heavily involved in a high number of 3rd line projects. You will provide unparalleled IT support services while managing day-to-day operations alongside other Technicians in UK Wide sites and supporting the Global IT Team based in the US. This role requires a mix of technical expertise and a strong focus on delivering white-glove service levels. The ideal candidate will be have a good mix of skills including the ability to converse across a range of business levels and will have a solid understanding of Google Workspace, Citrix environments, and advanced troubleshooting of Windows operating systems.

Roles & Responsibilities:

• Responsible for a few engineers in the U.K and working with the support of various IT Leaders, based in global cost centres in the U.S/Singapore.

• Respond to requests for technical assistance in person, via phone and helpdesk.

• Assist with diagnosing and resolving technical hardware and software issues.

• Log all helpdesk interactions.

• Follow standard operating procedures.

• Redirect IT issues to appropriate resources.

• Identify and escalate issues requiring urgent attention.

• Create and maintain user accounts in Active directory and Google Administration console.

• Build and refurbish PC Base and Laptops as required.

• Other duties and projects as assigned.

• Google experience using and/or supporting components of the Google Suite of applications including, but not limited to Gmail, Google Docs, Google Sheets and Google Calendar. (Not essential)

• MCP (Microsoft Certified Professional) in Windows 10/11 environment. (Not Essential)

• Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server environment, SQL, Jira Helpdesk and bespoke system support would be advantageous.

• 1-2 year experience in an IT support role both desk and shop floor.

• HNC/HND or degree equivalent in Computing (Not essential)