IT Service Desk Specialist

This role will suit someone who enjoys working at the intersection of IT operations and the business - managing access, supporting applications, coordinating changes, and incidents through the service desk., * Act as the first point of contact for incidents and service requests via JIRA/service desk

• Log, categorise, triage, and resolve tickets, escalating to 2nd line where required
• Perform daily system health checks and proactively log/manage issues
• Review weekend batch streams and backup performance, escalating exceptions
• Manage user access and security provisioning (including Active Directory updates)
• Conduct periodic access audits ensuring compliance with data governance controls
• Coordinate and implement Change Requests (CRs)
• Promote and migrate changes into Test and Production environments
• Support developers with application access, deployments, and troubleshooting
• Provide clear communication and status updates to business and IT stakeholders

• Experience in a Service Desk / Application Support role
• Strong understanding of ITIL processes and change management
• Good knowledge of Windows-based enterprise applications
• Highly organised, process-driven, and detail-oriented
• Strong communication skills with the ability to build trusted stakeholder relationships

Tech Environment (desirable)

Windows Server Active Directory Oracle SQL Server Power BI OBIEE SSIS IIS PowerShell VMware JIRA

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.