Servaada is Wipro UK entity, authorised by the Financial Conduct Authority (FCA), the UK financial services regulator, to undertake regulated activities on behalf of its clients, as an outsourced service provider. The role The role is key to supporting the IT Service Desk Team providing advanced troubleshooting and technical expertise for issues escalated from 1st Line support and IT Asset Management. You act as the bridge between frontline support and specialist/engineering teams, ensuring complex problems are resolved efficiently, and customers receive a high-quality service experience. Quality service experience. This role is on an initial 12 month fixed term contract. Diagnose and resolve issues related to: • Operating systems (Windows, macOS, Linux depending on environment) • Networking (TCP/IP, DNS, DHCP, VPN) • Perform in depth troubleshooting using remote tools and diagnostic methods. • Escalate unresolved issues to 3rd Line or specialist teams with clear documentation. • Maintain accurate ticket updates, technical notes, and resolution steps. • Support user account administration (Active Directory, Azure AD, permissions, group policies). • Support asset inventory for Norwich Kit • Call recording retrieval What are we looking for? The Servaada Technical Support qualities that we are looking for is someone with at least 1 years’ experience in troubleshooting hardware / software issues, experience with service desk tools (e.g., ServiceNow and Jira). Proficiency in Active Directory, Office 365/Azure, and common enterprise applications. As this is an internal customer facing role ,the applicant must be an excellent communicator with good organisational skills and the ability to make effective decisions under pressure and think on how best to resolve a problem. A strong commitment to customer service is required and the ability to speak in a manner that allows non-IT literate users to understand the issue. Additional desirable attributes include knowledge of asset tracking and tagging, achieving or have undertaken the ITIL Service Management V3/V4 Foundation Course. We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you. If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.