Job Overview
Bspoke Insurance Group provided pay range: This range is provided by Bspoke Insurance Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Bspoke Insurance Group is a dynamic and non-traditional company that offers insurance solutions tailored for an evolving world. We’re proud to have been awarded MGA of the year in the National Insurance Awards 2025.
Role Overview
The Internal IT Helpdesk Support role serves as the first point of contact for technical assistance across the organisation. It is responsible for efficiently managing and resolving IT incidents and service requests to minimise disruption to daily operations.
Key Responsibilities:
* Act as the first point of contact for employees seeking IT support via phone, email, or the ticketing system.
* Diagnose and resolve technical issues related to hardware, software, mobile devices, and peripheral equipment.
* Provide user support for core business applications, including Microsoft 365, collaboration tools, and line-of-business systems.
* Administer user accounts, permissions, and security groups across Active Directory, Microsoft 365, and other relevant platforms.
* Support onboarding and offboarding processes, including device setup, software installation, and access provisioning.
* Monitor, prioritise, and manage service tickets in line with agreed service level agreements (SLAs).
* Escalate complex or unresolved incidents to second- or third-line support teams or external vendors as appropriate.
* Maintain accurate documentation of issues, resolutions, and updates within the IT knowledge base.
* Assist with routine IT operations such as patching, system upgrades, and scheduled maintenance activities.
* Contribute to the ongoing improvement of IT service delivery and the overall end-user experience.
Requirements
Suitable candidates will have:
* Previous experience in an IT helpdesk, desktop support, or similar technical support role.
* Minimum of 2 years’ experience providing IT support in a professional environment.
* Solid working knowledge of Windows operating environments
* Familiarity with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive
* Understanding of core networking concepts such as VPN, DNS, DHCP, and Wi-Fi
* Experience in account administration using Active Directory
* Proficiency in using IT ticketing systems (e.g. Freshdesk, Freshservice)
* Strong analytical and problem-solving abilities
* Excellent communication and interpersonal skills, with a focus on customer service
* Ability to manage multiple priorities and perform effectively under pressure
* High attention to detail with a methodical and organised approach
* Collaborative team player with a proactive attitude and willingness to learn
* Experience supporting hybrid and remote working environments
* Exposure to endpoint security tools and mobile device management platforms
* Industry-recognised certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
We are an equal opportunities employer and welcome applications from all qualified candidates.
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