Role Overview
* Provide user support via the service desk both remotely and in person.
* Issue, repair, and arrange the return of IT equipment.
* Maintain and support IT systems including Active Directory, Microsoft 365, and related platforms.
* Monitor and test backups.
* Manage IT onboarding for starters and offboarding for leavers across equipment and applications.
Responsibilities
Ticketing System
* Resolve tickets within agreed SLAs.
* Manage and prioritise the ticket queue.
* Triage and escalate tickets to the appropriate IT resource.
Equipment
* Issue IT equipment to new starters and arrange returns from leavers, updating tracking systems.
* Build, configure, and arrange repair of IT equipment, including liaising with third-party vendors.
* Maintain accurate stock levels and listings.
Maintaining IT Landscape
* Update Active Directory for starters, leavers, and changes.
* Ensure M365 licensing and mail setup are correct and functioning.
* Maintain tracking and asset management software.
Compliance
* Demonstrate a strong awareness of and commitment to ethics, compliance, and relevant codes of conduct.
Time Allocation
* Equipment: 15%
* Ticketing system: 70%
* IT landscape maintenance: 15%
Skills Required
Background / Experience
* Proven track record in troubleshooting and delivering excellent IT service to stakeholders.
Technical Skills
* Strong problem-solving skills with ability to identify root causes and implement solutions.
* Clear communication skills with both technical and non-technical users.
* Good knowledge of Active Directory and software deployment.
* Strong understanding of PC hardware and fault diagnosis.
* Experience resolving issues with laptops, PCs, printers, scanners, switches, web, and browsers.
Competencies
* Results-driven.
* Optimises work processes.
* Manages ambiguity effectively.
* Collaborative team player.
* Strong customer focus.
* Committed to self-development.
Mindset & Behaviour
* Highly organised with effective time management skills.
* Positive, proactive, and professional.
* Passion for continuous personal development.
* Calm under pressure and within tight timeframes.
Reporting Lines / Interfaces
* Reporting to: IT Team Leader (or equivalent).
* Direct reports: None.
* Interfaces: All business departments.
Location
* Based at a UK office location.
* Travel as required.
Accountability Metrics
* Respond to tickets within SLA.
* Manage queue effectively.
* Achieve milestones as per IT objectives plan.
Values & Behaviours
* Customer centric.
* Do the right thing.
* Every voice heard.
* Strive for simplicity, improvement, and efficiency.
* Test, learn, and adapt.
* Take ownership.
*Rates depend on experience and client requirements
Job Information
* Job Reference: JO-2509-356181
* Salary: Up to £26000.00 per annum
* Salary per: annum
* Job Start Date: 03/11/2025
* Job Industries: Testing & Quality Assurance Jobs
* Job Locations: Greater London
* Job Types: Permanent
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