IT Support Officer

The IT Support Officer provides first-line technical support to end users, ensuring a high-quality and efficient Service Desk experience. Working closely with Technical Analysts, the role supports the delivery of Digital, Data, and Technology services by resolving technical issues, maintaining IT equipment, and delivering excellent customer service. The post holder will contribute to the smooth operation of IT systems while continuously developing their technical skills., * Deliver first-line IT support via the Service Desk, resolving incidents and service requests

• Diagnose and troubleshoot hardware, software, and network issues
• Install, configure, and maintain IT equipment, including commissioning and decommissioning hardware
• Support users with Microsoft technologies and general IT queries
• Escalate complex or unresolved issues to senior technical staff
• Maintain accurate records of incidents, requests, and resolutions
• Contribute to IT documentation and knowledge base updates
• Ensure excellent customer service and clear communication at all times
• Assist with routine system checks and maintenance tasks

• Experience in an IT support or Service Desk environment (desirable)
• Working knowledge of Microsoft technologies (e.g., Windows OS, Microsoft 365)
• Basic understanding of networking concepts and IT systems
• Strong problem-solving and analytical skills
• Excellent communication and customer service skills
• Ability to prioritise workload and work under pressure
• Willingness to learn new technologies and develop skills
• ITIL knowledge or certification (advantageous)