IT Support Operator

This is a hands-on 1st line support role where you’ll be responsible for helping staff and members with day-to-day technical issues, keeping tickets moving and making sure users receive a professional, helpful service., * Troubleshoot and resolve hardware, software, account and mobile device issues

• Log, categorise, prioritise and manage incidents and service requests through an ITSM/call-logging system
• Escalate more complex issues to the appropriate IT teams
• Support Windows 11 and Android devices
• Administer and troubleshoot user accounts and access
• Support Active Directory, Office 365, SCCM and Microsoft Intune/Endpoint Manager
• Use remote support tools such as RDP, TeamViewer or LogMeIn
• Provide clear, easy-to-understand technical guidance to users
• Maintain accurate ticket notes and contribute to the IT knowledge base
• Follow ITIL processes and IT security best practice
• Support equipment deployments, projects and occasional RCN events

You’ll ideally have:

• Previous experience working in an IT Service Desk or 1st line IT support environment
• Strong troubleshooting skills across hardware, software and systems
• Good working knowledge of Windows 11 and Android
• Experience with Active Directory, Office 365, SCCM and Microsoft Intune/Endpoint Manager
• Experience using an ITSM or ticketing system
• Experience with remote support tools such as RDP, TeamViewer or LogMeIn
• An understanding of ITIL processes. ITIL certification would be useful but isn’t essential
• Excellent communication and customer service skills
• The ability to stay calm and professional when dealing with busy periods or difficult technical issues
• Good organisation and time management skills, with the ability to manage a busy ticket queue

Most importantly, you’ll be someone who enjoys helping people. You don’t need to talk in technical jargon. You’ll need to understand the problem, explain the solution clearly and make sure the user feels supported., If you’re an experienced Service Desk or 1st Line Support professional with a strong Microsoft background and you’re looking for a role where customer service really matters, we’d be keen to hear from you.