Job Overview:
This role provides essential first-line IT support, ensuring day-to-day systems operate efficiently with minimal disruption. You will be the main point of contact for all technical queries and support requests, offering assistance both on-site and remotely.
Key Responsibilities:
Serve as the first point of contact for all helpdesk queries and incidents via face-to-face support, phone, and email.
Install, configure, procure, and maintain desktop and laptop computers.
Resolve technical issues and service requests using the internal helpdesk system.
Maintain an up-to-date inventory of hardware and software, ensuring all applications are approved and correctly licensed.
Provide support for telephony systems, audio-visual equipment, projectors, and video conferencing technology.
Liaise with external IT service providers and vendors when needed.
Skills & Competencies:
Strong experience supporting Windows-based desktops and servers.
Confident using Windows Desktop (Enterprise), Microsoft Office, and Google Workspace.
Excellent diagnostic and problem-solving skills.
Previous experience using ticketing/helpdesk tools and familiarity with ITIL practices.
Basic understanding of networking principles including TCP/IP, DNS, and DHCP.
Ability to communicate technical information clearly to users at all levels.
Desirable Experience:
Windows Server administration
Firewalls (Checkpoint, Palo Alto)
Active Directory
Telephony systems
IT security practices
Virtualisation (VMware)
Mobile Device Management (MDM) platforms
Mobile operating system support (iOS and Android)