IT Service Desk Technician

We're seeking a proactive and customer-focused IT Service Desk Technician to join our IT team. In this role, you'll provide technical support to end users, ensuring the smooth operation of IT systems, applications, and devices. Acting as a key point of contact for incident resolution, service requests, and user guidance, you'll deliver an excellent user experience in a fast-paced environment. Reporting directly to the IT Service Desk Team Lead, you'll serve as the face of IT for our wider business., * Provide first-line support for hardware, software, and network-related issues across Windows and macOS environments.

• Provide technical support to all teammates during business hours and outside of this as and when required.
• Manage the purchase, configuration, and installation of all hardware across the business.
• Support and administer Microsoft 365 including user accounts, permissions, and troubleshooting.
• Support endpoint management and device configuration via Microsoft Intune.
• Troubleshoot networking issues related to TCP/IP, DNS, DHCP, and connectivity.
• Log, track, and update tickets with clear, detailed notes contributing to knowledge base articles.
• Enforce Bulk security policies across devices and user accounts.
• Follow ITIL-aligned processes for incident, request, and change management.
• Escalate complex issues to second- or third-line support teams when required.
• Maintain a high level of customer satisfaction through clear communication and timely resolution.
• Contribute to continuous improvement by analysing support trends and reporting insights.
• Collaborate with internal teams to enhance service delivery and user experience.
• Manage all IT assets and keep the asset register strictly up to date.
• Manage end-to-end IT onboarding and offboarding processes for employees.

• Proven experience in a Service Desk or IT Support role.

• Strong knowledge of Microsoft 365 administration and support.

• Experience supporting both Windows and macOS operating environments.

• Familiarity with ITSM ticketing tools

• Experience with device and endpoint management using Microsoft Intune.

• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP).

• Knowledge of ITIL principles and standard service management processes.

• Strong troubleshooting skills across hardware, software, and network issues.

• Excellent written and verbal communication, alongside strong customer service skills.

• Ability to manage multiple priorities effectively in a fast-paced environment.

• Strong organizational skills and meticulous attention to detail.

• Analytical mindset with strong problem-solving abilities.

• Ability to work under pressure, keep calm, and adapt to changing priorities.

• Proactive, self-starting attitude with a strong customer-first approach.

NICE TO HAVES

• ITIL Foundation certification or an equivalent qualification.
• Experience with tools such as:

• CrowdStrike
• Automox
• Jamf
• Asana
• Google Workspace

• Good understanding of printer support, maintenance, and troubleshooting.

All our teammates have a PerkBox subscription which includes free cinema tickets, free coffee's on the go and amazing discounts!

• 60% discount Our teammates love our products - so we give 60% discount!

• Additional Annual Leave Rest & Recovery is important! Purchase up to 3 additional annual leave days.

• Pension We offer a workplace pension to all our teammates.

• Cycle to Work Scheme The commute to work is just a cardio workout, right?

• Happy Hour Grab a drink and enjoy our Happy Hour every Thursday and Friday afternoon.

• Bulk Pantry We know all of our teammates love our products and so we give them to you. All we ask is just for a small charity donation in return.

• Summer Hours ️ Because we all need that Vitamin D