- Provide desktop support across a wide range of applications, operating systems, and mobile devices (laptops, netbooks, smartphones, etc.).
- Deploy, support, and manage hardware including desktops, laptops, printers, scanners, and telecommunication devices (phones, headsets, etc.).
- Assist in building and supporting the Standard Operating Environment (SOE).
- Coordinate corrective and preventative maintenance on IT hardware and peripherals.
- Assist in deploying new and decommissioning obsolete ICT equipment in line with organisational policies.
- Maintain and update the IT Asset Register accurately.
- Liaise with external service providers for issue resolution and escalate where necessary.
- Provide technical support and training for audio-visual equipment and conferencing tools.
- Contribute to the development of policies, procedures, system documentation, and internal knowledge bases.
- Maintain security awareness and ensure compliance with organisational security policies and procedures.
- Support a broad variety of IT issues and service requests across a diverse environment.
- Assist in designing, developing, testing, and modifying systems, applications, and integrations.
- Configure and support network infrastructure, including routers, switches, proxies, and controllers.
- Identify and address recurring issues, contributing to system standardisation and service improvement.
- Modify and maintain software to ensure performance, compatibility, and reliability.
- Analyse user needs and system capabilities, offering recommendations and technology solutions.
- Debug, test, and troubleshoot application and programming errors.
- Participate in agile project work and maintain ConnectWise ITSM queues.
- Document technical processes, system changes, and support knowledge for handovers and shared understanding.
To be successful, you will have:
- Prior experience in a Service Desk or Desktop Support role (2 years preferred).
- Demonstrated skills in troubleshooting software, hardware, and networking issues.
- Experience with Windows environments, mobile device management, and AV technologies.
- Familiarity with ITSM tools such as ConnectWise (or equivalent).
- Strong understanding of ICT security principles and policies.
- Ability to document technical processes and write user support materials.
- Excellent interpersonal and communication skills.
- A customer-focused, solution-oriented approach.
