You may be required to - provide cover and/Or work on projects outside normal working hours (08:00 to 18:00) or on occasion at weekends.

Key accountabilities:

• Take ownership of and resolve calls in line with service level agreement(s).
• Provide on-site support across all sites supported by the shared service.
• Build and/or delivery of end user equipment, collection of equipment for repair or disposal, office moves.
• Work on technical projects implementing changes to the shared service infrastructure.
• Accurately and clearly document fixes to technical issues and update the it knowledge base, enabling their colleagues to quickly resolve any future occurrences of similar issues using this documentation.
• Document adequate information on call resolution to enable the further analysis of calls handled by the shared service but also to ensure the customer receives quality feedback in relation to their call.
• Produce new or update existing documentation as appropriate for processes and procedures related to the performance of their duties and the delivery of ICT services by the shared service.

Key Criteria:

• Proven experience working in a technically complex IT environment, supporting a broad range of systems and services.
• Skilled in providing end-user support both face-to-face and remotely (via phone or other communication channels).
• ITIL Foundation certification.
• General understanding of network infrastructures, including TCP/IP and DHCP.
• System Administration: Experience with Microsoft Active Directory, Exchange, and Office 365 for user management and support.
• Experienced in troubleshooting printers, hardware issues, and iOS devices.
• Strong diagnostic skills with the ability to resolve practical IT problems efficiently.
• Capable of prioritising tasks and managing workloads effectively under pressure.
• Excellent verbal and written communication skills; able to engage with stakeholders at all levels of the organisation.