IT Support Officer

We are seeking an IT Support Officer to join our team. This role involves supporting and maintaining the existing ICT infrastructure across various areas including client support, datacentre, data network, and messaging & collaboration support. The successful candidate will have a specialisation in one of these areas and will work on a rota basis to cover various IT support tasks.

Day-to-day of the role:

• Monitor incoming queues on the IT service desk system, perform initial triage of all calls, and assign them to the correct team.
• Take ownership of resolving calls in line with service level agreements.
• Provide on-site support across all sites.
• Participate in complex technical projects and virtual teams for specific assignments.
• Document fixes to technical issues and update the IT knowledge base to aid colleagues in resolving similar issues in the future.
• Ensure all IT records are kept up to date to maintain accurate asset registers and comply with license agreements.
• Occasionally supervise and mentor junior staff or apprentices.

• Experience working in a technically complex IT environment.
• Knowledge of IT Infrastructure Library (ITIL) framework and various technical areas such as VDI/RDSH infrastructure, virtualisation, server management, and network support.
• Proficiency in systems like SCCM, Azure, AWS, and Office 365.
• Strong problem-solving skills and ability to diagnose and resolve practical problems.
• Excellent communication skills, capable of dealing with staff at all levels and third-party organisations.
• Ability to manage projects to tight deadlines and budgets.