IT Support Officer

Join our Information & Technology team as an IT Support Operator, where you will be instrumental in providing first-line technical support and ensuring a seamless IT service experience across the organisation. This role is perfect for someone who is customer-focused and skilled in managing a wide range of IT systems and issues.

Day-to-day of the role:

• Provide high-quality first-line technical support across multiple channels including telephone, email, and Microsoft Teams.
• Troubleshoot and diagnose a broad range of technical issues, delivering effective solutions or temporary workarounds.
• Log, categorise, prioritise, and track all incidents, service requests, and problem records within the ITSM system.
• Support the installation, configuration, maintenance, and troubleshooting of hardware, software, mobile devices, and applications.
• Manage user accounts and permissions across systems such as Active Directory and Office 365, ensuring compliance with security policies.
• Contribute to and maintain the IT knowledge base, ensuring documentation is current and accessible.
• Promote IT security best practices and provide practical advice to prevent security incidents.

• Proven experience in an IT support role, preferably within a large organisation.
• Strong knowledge of enterprise systems including Windows 11, Android, Office 365, Active Directory, SCCM, and Microsoft Endpoint Manager/Intune.
• Excellent problem-solving skills and ability to manage incidents and service requests effectively.
• Experience with ITSM tools and ITIL processes.
• Strong communication skills and ability to build professional working relationships.
• Commitment to promoting equality, diversity, and inclusion in the workplace.