IT Helpdesk

Service Desk & Ticket Management

• Act as a first point of contact for employees requiring IT assistance.

• Receive, log, troubleshoot, and resolve incidents and service requests through the IT ticketing system.

• Take ownership of assigned tickets and ensure users receive regular updates.

• Prioritize tickets according to urgency, business impact, and agreed service levels.

• Escalate complex technical issues to senior IT team members when required.

• Maintain accurate documentation of troubleshooting steps and resolutions.

• Identify recurring issues and contribute to knowledge base articles and internal documentation.

Hardware Support

• Configure, deploy, maintain, and troubleshoot laptops, desktops, monitors, mobile devices, printers, and other IT equipment.

• Prepare equipment for new employees and ensure devices are correctly configured before handover.

• Diagnose basic hardware problems and coordinate repairs or replacements where necessary.

• Assist with laptop upgrades, replacements, and device refresh cycles.

• Ensure company equipment is correctly returned and processed when employees leave the organization.

Windows & macOS Support

• Provide day-to-day support for Microsoft Windows and Apple macOS devices.

• Troubleshoot operating system, application, connectivity, performance, and user profile issues.

• Assist with operating system installations, updates, configurations, and patching.

• Support common peripherals such as docking stations, monitors, keyboards, headsets, and webcams.

• Assist users with basic network, Wi-Fi, VPN, and remote-working issues.

Microsoft 365 & User Support

• Provide support for common Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, Excel, and SharePoint.

• Assist with password resets, account access, MFA, and authentication issues.

• Perform basic user and group administration within Microsoft Entra ID / Azure AD under established procedures and permissions.

• Assist with software installation, licensing, and application access requests.

Mobile Device Management (MDM)

• Assist with the enrollment and management of company devices through platforms such as Microsoft Intune and Jamf.

• Support Windows, macOS, iOS, and Android device enrollment where applicable.

• Troubleshoot device compliance, configuration profile, application deployment, and enrollment issues.

• Assist with ensuring company devices comply with organizational security policies.

• Escalate more complex MDM or device compliance issues to senior administrators.

Onboarding & Offboarding

• Prepare user accounts, laptops, mobile devices, and required IT equipment for new employees.

• Assist new employees with initial device setup, MFA, email, applications, and general IT orientation.

• Process IT requirements for employee role changes and internal transfers.

• Support offboarding by disabling or escalating account access changes and collecting company IT equipment.

• Ensure onboarding and offboarding tasks are completed according to established procedures.

IT Asset Management

• Maintain accurate records of laptops, mobile devices, monitors, peripherals, and other IT assets.

• Assign and track equipment issued to employees.

• Perform asset tagging and inventory updates.

• Assist with regular physical asset audits and stock checks.

• Maintain records of device status, warranty information, repairs, replacements, and disposal.

• Ensure returned equipment is processed, wiped, prepared, and reassigned according to company procedures.

Security & Compliance

• Follow company IT security policies and procedures when providing support.

• Assist users with MFA, password, device compliance, and security-related issues.

• Identify and escalate suspicious emails, potential phishing attempts, malware alerts, or unusual system behavior.

• Ensure sensitive information and administrative access are handled appropriately.

• Support the IT team in maintaining secure and compliant end-user devices.

Documentation & Continuous Improvement

• Create and maintain user guides, troubleshooting documentation, and knowledge base articles.

• Document common problems and their solutions to improve first-line resolution.

• Follow established IT procedures and contribute suggestions for improving service desk processes.

The role will work across both Windows and Apple/macOS environments and gain hands-on experience with technologies such as Microsoft 365, Microsoft Entra ID (Azure AD), Intune, Jamf, Mobile Device Management (MDM), asset management, and IT service management systems., * IT-related diploma, degree, certification, or equivalent practical experience.

• Approximately 0-2 years of IT support, helpdesk, service desk, or technical support experience.

• Basic knowledge of Windows and macOS operating systems.

• Basic understanding of computer hardware and troubleshooting.

• Familiarity with Microsoft 365 environments.

• Exposure to Microsoft Entra ID (Azure AD), Intune, Jamf, or other MDM platforms would be advantageous.

• Familiarity with IT ticketing or service management systems would be advantageous.

• Basic understanding of networking concepts such as IP addresses, Wi-Fi, DNS, VPNs, and connectivity troubleshooting.

• Basic understanding of cybersecurity principles such as MFA, phishing, password security, and endpoint protection.

Skills & Competencies

The successful candidate should demonstrate:

• Strong troubleshooting and problem-solving abilities.

• Good verbal and written communication skills.

• A professional and customer-focused approach to IT support.

• Ability to explain technical problems to non-technical users.

• Good organizational and time-management skills.

• Attention to detail, particularly when managing user accounts and IT assets.

• Ability to manage multiple support requests and prioritize effectively.

• Willingness to learn new technologies and take on additional responsibilities.

• Ability to work independently while knowing when to escalate an issue.

• Strong teamwork and collaboration skills.

Development Opportunities

This role provides the opportunity to develop practical experience across a modern enterprise IT environment, including:

• Microsoft Entra ID / Azure AD

• Microsoft Intune

• Jamf

• Windows and macOS administration

• Microsoft 365

• Mobile Device Management

• Identity and Access Management

• Endpoint security

• IT asset management