IT Consultant

You will also help strengthen the wider service desk through practical coaching, mentoring and knowledge sharing. Success in the role means progressing complex tickets efficiently in line with agreed service standards, maintaining accurate updates and handovers, identifying risks early, and contributing to consistently strong customer feedback.

Responsibilities

• Own complex and escalated third-line technical issues from investigation through to resolution, progressing tickets in line with policy, procedure and agreed service standards.
• Act as a senior technical escalation point for service desk colleagues, providing practical support that improves technical capability and reduces avoidable escalations.
• Communicate clearly and proactively with clients about issues, faults and ticket progress, using the most appropriate communication method for each situation.
• Maintain accurate ticket records, statuses, technical updates, handover notes and escalation information throughout the lifecycle of each issue.
• Identify and raise risks promptly where service levels may be breached or tickets may become stale, supporting timely intervention and resolution.
• Coach, mentor and upskill colleagues through knowledge sharing, practical guidance and support with escalated technical issues.
• Contribute to the creation, review and improvement of standard operating procedures, departmental documentation and recurring technical solutions.
• Drive your own technical development and performance against objectives, service expectations and team standards.

• Experience working in a managed services IT support or service desk environment, including handling escalated third-line technical issues.
• Technical knowledge of Microsoft 365, Azure, Active Directory, Intune, Microsoft Office and Windows 11.
• Understanding of malware and core security fundamentals, including anti-virus, phishing and IP spoofing.
• Excellent troubleshooting skills, with the ability to investigate and progress complex technical issues independently.
• Excellent interpersonal and customer service skills, with clear and professional client communication.
• Strong administration and time management skills, including the ability to maintain accurate ticket updates and prioritise work effectively.
• Evidence of active personal and technical development.

• Private health insurance
• Generous holiday allowance + a day off on your birthday
• Flexible working patterns
• Enhanced pension contributions
• Regular social events across all our offices