Purpose of the role:

Reporting to the IT Manager, you will be resolving 1st line incidents and work requests driving a first-time fix ethos as well as escalating tickets to senior staff or third-party providers. You will be responsible for answering incoming requests for support and either resolving the problem quickly or handing the request to the right ownership.

Principal Accountabilities:

1st Line Support

· Ensure timely response & resolution of customer incidents and service requests are carried out with business-agreed SLAs.

· Maintain a high standard of customer service to deliver this support to our business.

· Create, log, update, prioritise and resolve incidents or service requests.

· Support and collaborate with colleagues, sharing workload and knowledge.

· Work with the IT Team on improvements to the services we provide.

Essential Skills:

· Providing 1st line support in areas such as:

· Office 365 administration and troubleshooting including MFA

· Installation and diagnosis of company-approved software.

· Supporting projects regional office and site print solutions.

· Investigation and triage of network faults

· Hardware & Software troubleshooting

· Triage incidents and reassign them via agreed escalation paths as required

· Poly Video Conferencing via Teams Provisioning

· Print devices, Uniflow, scanning

· Strong network fundamentals including VPN troubleshooting.

· Azure Entra ID/Active Directory Administration

· Intune Administration

· Knowledge Management creation and maintenance

· Remote Control Tools

· Server Fundamentals

· SharePoint

· Proactive awareness and alerting of:

· New software requests.

· Security breaches.

Key Relationships:

· IT Manager, Head of IT & Cyber Security