The Role
This role sits within the Service Delivery team and is responsible for the day-to-day operations of the IT Service Desk—providing Level 1 and 2 support both onsite and remotely.
What You’ll Be Doing:
- Deliver first and second-level IT support via phone, email, and service desk tools.
- Accurately log, categorise, prioritise, and resolve incidents and service requests within SLA timeframes.
- Escalate complex issues appropriately and in a timely manner.
- Keep users informed on progress and resolution of tickets.
- Create and maintain high-quality knowledge base articles.
- Identify and suggest opportunities for process improvement.
- Work closely with various internal IT teams to ensure seamless service delivery.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and a positive, customer-first mindset.
- Proficiency in Microsoft Windows 10, Office 365, Active Directory, and Exchange.
- Experience with troubleshooting hardware and software issues.
- Ability to work between 6:00am and 5:00pm, Monday to Friday.
- Understanding of the ITIL framework.
- A fun, energetic attitude and the ability to work well under pressure.
- ITIL Foundation certification (v3 or v4).
- Experience working in a large, complex technical environment.
- Fun – We celebrate the wins and enjoy the journey.
- Authenticity – We say what we mean and mean what we say.
- Relentlessness – We’re driven, dynamic, and always improving.
- Passion – We’re proud of what we do and the impact we make.
- Leadership – We’re market leaders, confident, and contemporary.
- Excellence – We pursue operational and service excellence every day.
Apply here now please and we can take it from there!
