IT Service Desk Engineer

Act as a key member of the IT Service Desk, handling incidents and service requests through to resolution.

Triage, prioritise and manage incoming support tickets in line with agreed service levels.

Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint.

Support user account administration, password resets and access requests within Microsoft 365 and Active Directory.

Assist with device provisioning, configuration and troubleshooting using Microsoft Intune.

Support Windows 11 desktops, laptops, printers, mobile devices and associated peripherals.

Troubleshoot software, hardware and connectivity issues.

Escalate complex incidents to Tier 3 engineers whilst providing detailed diagnostics and troubleshooting information.

Assist with onboarding and offboarding activities, ensuring colleagues receive the equipment and access they need.

Provide support across hybrid infrastructure (on-premises and cloud)

Maintain accurate ticket updates and documentation within the IT Service Management platform.

Contribute to the development and maintenance of knowledge base articles and user guides.

Provide support during office visits and assist with desk moves, equipment installations and local IT requirements.

Support IT projects and business initiatives as required.