Key Responsibilities:

Act as the first point of contact for any technical support issues raised by clients or internal staff
Provide efficient and timely resolution of IT support requests, in line with agreed service level agreements (SLAs)
Troubleshoot and resolve hardware, software and network issues, escalating to the appropriate teams when necessary
Perform user account management tasks, such as creating, modifying and disabling accounts, in accordance with company policies and procedures
Monitor and maintain the performance of IT systems, proactively identifying and addressing any potential issues
Assist in the implementation of new technologies and systems, ensuring they are properly integrated and functioning effectively
Document all support activities and maintain accurate records of all IT assets and licenses
Mentor and train junior service desk analysts, sharing your knowledge and expertise to help develop their skills
Continuously review and improve processes and procedures to enhance the overall efficiency and effectiveness of the service desk function

Qualifications and Skills:

Bachelor's degree in Computer Science, Information Technology or related field
Minimum of 5 years' experience in a service desk or technical support role, preferably in a fast-paced environment
Strong technical skills, with a good understanding of IT systems, hardware and software
Excellent problem-solving and troubleshooting abilities
Proven experience in delivering high-quality customer service, with strong communication and interpersonal skills
Ability to work well under pressure and manage multiple priorities effectively
Experience with ITIL processes and certifications (e.g. ITIL Foundation) would be an advantage
Proactive, self-motivated and able to work both independently and as part of a team
Willingness to work flexible hours, including occasional weekends and evenings, to provide 24/7 support to our clients

Apply now and become a key member of our service desk team!

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