Job Profile
We’re looking for a proactive and customer-focused Digital Workplace (DEX) Support Technician to deliver an outstanding digital experience for end users across the organisation.
In this role, you’ll act as a key point of contact for technology support, ensuring colleagues have seamless, secure access to the tools they need to collaborate and perform at their best. Working within a high-performing team, you’ll play a critical role in minimising disruption, resolving technical issues efficiently, and continuously improving the digital workplace experience.
You’ll collaborate closely with stakeholders, contribute to service improvements, and support the ongoing evolution of digital, data, and technology strategies.
Responsibilities
* Provide responsive 1st/2nd line support for digital workplace technologies, ensuring minimal disruption to users
* Deliver excellent customer service, managing and resolving incidents in line with SLAs
* Troubleshoot hardware, software, and access issues across end-user environments
* Support onboarding activities, including device setup, system access, and user enablement
* Manage and maintain IT assets, including hardware and mobile devices
* Build strong relationships with stakeholders, including VIP users
* Work with ITSM tools to log, track, and analyse tickets, using data to drive service improvements
* Collaborate with internal teams and external partners to resolve issues and enhance services
* Contribute to service reviews and continuous improvement initiatives
* Provide recommendations to increase adoption and effective use of workplace technologies
Skills
Technical Skills:
* Strong 1st/2nd line IT support experience
* Microsoft 365 (including Teams)
* SharePoint and OneDrive
* ITSM tools (e.g. ServiceNow or FreshDesk) with experience using data for service improvement
* Enterprise SaaS applications (e.g. Unit4, Adaptive, DayForce, Coupa, PowerApps, BI, MFA) at support level
* Hardware setup and troubleshooting
* iPhone administration and configuration