Job Description
We are looking for a skilled and customer‐focused Level 1/2 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for clients seeking technical assistance. You will be a key player in ensuring operational continuity, user satisfaction, and efficient resolution of incidents and requests.
Key Responsibilities
Technical Support & Troubleshooting
* Provide first and second level support for desktop, laptop, mobile, and peripheral issues.
* Troubleshoot hardware and software problems related to Windows, macOS, Office 365, printers, and network connectivity.
* Handle Active Directory tasks including user account creation, password resets, and group permissions.
Ticket Management
* Create, manage and resolve tickets within SLA guidelines.
* Accurately document all actions and communications in the ITSM tool (Freshservice).
* Escalate complex issues to Level 2/3 support teams when necessary, ensuring proper handover and follow‐up.
Systems & Tools Support
* Support user access to corporate applications, VPN, email systems, and collaboration tools.
* Maintain knowledge of standard operating environments and software configurations.
* Work collaboratively with colleagues to deliver top‐tier service during outages and incidents.
Documentation & Process Improvement
* Create and update technical documentation, procedures, and user guides.
* Provide input on support process improvements and contribute to the knowledge base.
Qualifications
Required:
* 2+ years in IT support/service desk with skills in troubleshooting, backup/recovery, Active Directory, and remote monitoring/management tools.
* Strong knowledge of Windows 10/11, macOS, Office 365, and basic networking.
* Experience using remote support tools and ticketing systems.
* Solid understanding of ITIL or similar service management frameworks.
Preferred:
* Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft MCP/MCSA).
* Familiarity with endpoint management tools like SCCM or Intune.
* Bonus: exposure to dental services software/equipment.
Soft Skills:
* Excellent problem‐solving and analytical abilities.
* Strong written and verbal communication.
* Calm, customer‐focused, able to prioritise under pressure.
Additional Information
This is a high‐impact role with real influence on operational performance at ground level. You'll be joining a collaborative and supportive team that values innovation and results, with opportunities for growth across a dynamic, multi‐site organisation. The position offers a competitive salary, comprehensive benefits, and flexible working arrangements.
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