IT | Support | Infrastructure Primary ResponsibilitiesThe ICT Support Officer - Level 2 is the primary point of contact for the ICT Helpdesk and provides advanced end-user support and operational ICT system support across the organisation. The role is responsible for helpdesk administration, issue triage and prioritisation, delivery of Level 2 technical support, and performing delegated system management tasks across platforms including Microsoft 365, Entra ID (Azure AD), Intune, PaperCut and IP telephony (3CX). The position operates with a high degree of independence, initiative and technical judgement, ensuring ICT requests are appropriately assessed, prioritised, resolved or escalated. The role acts as the main technical resource for day-to-day ICT support, working within defined policies and delegated permissions under the direction of the ICT Manager. 1. Helpdesk Management, Triage & Coordination2. ICT Support & Incident Resolution (Level 2)3. User, Mailbox & Identity Management (Delegated)4. Device Management & Intune Support 5. Device & Asset Support6. Documentation & Continuous Improvement The position operates with a high degree of independence, initiative and technical judgement, ensuring ICT requests are appropriately assessed, prioritised, resolved or escalated. The role acts as the main technical resource for day-to-day ICT support, working within defined policies and delegated permissions under the direction of the ICT Manager.2999962