You’re applying to an IT Operations team that manages infrastructure and network, delivering reliable, scalable, and agile systems and applications. The IT Helpdesk is part of a larger internal Tech Team that collaborates closely with Sales, Services, Business Operations and select Vendors & Partners.
Responsibilities
* Provide first‑line technical support to users via phone, in person, and remotely. Log all incidents, service requests, and resolutions in the ITSM platform (ServiceNow) within agreed SLA targets.
* Diagnose and troubleshoot issues across multiple technologies, ensuring accurate triage and timely resolution of incidents and fulfilment of service requests.
* Manage your work queue proactively, prioritising incoming requests and incidents to maintain service efficiency.
* Collaborate with other IT teams to resolve incidents and fulfil requests, escalating complex issues to second‑line analysts when necessary.
* Communicate clearly and promptly with users throughout the resolution process, maintaining ownership of issues until closure.
Qualifications
* Experience in an IT Helpdesk or Service Desk environment, providing first‑line technical support for incident management, problem management and request fulfilment.
* Knowledge of the Microsoft stack (M365, Autopilot, Intune, Azure AD).
* Experience in Active Directory for user account creation and permission management.
* Excellent customer service and communication skills, with the ability to explain technical issues clearly to both technical and non‑technical users.
* Accurate and detailed call logging in an ITSM platform (preferably ServiceNow), ensuring all incidents and requests are documented correctly.
Flexible Working
* Working flexible hours – flexing the times you start and finish during the day.
* Flexibility around school pick‑up and drop‑offs.
Benefits
* Pension
* Share incentive plan
* Life Assurance
* Holiday
* Trips
* Vouchers
* Partner/family Benefits
* Maternity, Paternity and Adoption support
We also acknowledge that the confidence gap and imposter syndrome are real things and can get in the way of meeting fantastic talent, so please don’t hesitate to apply – we would love to hear from you!
If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/
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