• IT-related Diploma or Degree.
• ITIL V4 Foundation or Practitioner certification.
• IT support certification such as CompTIA A+, Network+ or equivalent.
• 3–5 years' experience in an IT Support or Service Desk environment.
• 3–5 years' experience working with ITSM tools such as ServiceNow, Jira Service Management or equivalent.
• 3–5 years' experience supporting Microsoft 365 environments.
• 3–5 years' experience with Microsoft Active Directory and/or Entra ID administration.
• 2–3 years' experience working with IT Change Management processes.
• Practical experience in desktop and end-user support.
• Experience with remote support and troubleshooting.
• Experience supporting VPNs, internet connectivity and basic network-related issues.
• Experience in IT Asset Management would be advantageous.
• Supervisory or team leadership experience within an IT Support environment would be advantageous.

Preferred Certifications / Additional Experience:
• Microsoft 365 Fundamentals (MS-900).
• Microsoft Intune fundamentals or relevant endpoint management experience.
• Microsoft Intune and Mobile Device Management experience.
• Experience within a financial services or regulated environment would be advantageous.

• Receive, log, categorise and manage incidents and service requests via phone, email and ITSM tools.
• Provide first-line troubleshooting and resolution for software, hardware, connectivity and access-related issues.
• Escalate unresolved or complex issues to second-line support, IT Operations or relevant vendors.
• Maintain accurate records of incidents, troubleshooting steps and resolutions.
• Ensure all tickets are managed within agreed SLA requirements.
• Provide first-line support for Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive.
• Assist users with email configuration, Teams meetings and basic SharePoint access.
• Troubleshoot common OneDrive synchronisation issues.
• Manage Microsoft 365 licence assignments and permissions.
• Enrol and manage devices through Microsoft Intune.
• Assist with device enrolment, application deployment and policy application.
• Troubleshoot Intune compliance and endpoint-related issues.
• Support Mobile Device Management (MDM) and endpoint security requirements.
• Manage user provisioning and deprovisioning within Active Directory, Entra ID and Microsoft 365.
• Perform password resets and assist with access and permission requests in accordance with security policies.
• Provide account-related information and supporting documentation for audit purposes.
• Assist with user account reviews and regulatory/audit requirements.
• Provide first- and second-line desktop support to end users.
• Install, configure and maintain end-user devices and business applications.
• Troubleshoot hardware, software and connectivity issues.
• Support user onboarding, offboarding and workstation provisioning.
• Provide remote desktop and remote technical support where required.
• Maintain accurate IT asset records for the assigned division or region.
• Ensure assets issued to and returned by employees are properly documented.
• Conduct annual IT asset verification.
• Provide asset management records and supporting evidence for audits.
• Conduct Active Directory and Intune asset management clean-up.
• Identify recurring issues and service desk trends.
• Recommend and implement continuous improvement initiatives.
• Contribute to improving service desk processes, efficiency and user experience.
• Take ownership of service delivery within the assigned area.
• Maintain professional and courteous communication with users and stakeholders.
• Provide regular updates on ticket progress and expected resolution times.
• Educate users on IT policies, best practices and self-service solutions.
• Maintain and update knowledge base articles.
• Document troubleshooting procedures and resolutions for recurring issues.
• Ensure technical documentation remains accurate and accessible.

• Strong troubleshooting and problem-solving abilities.
• Excellent analytical and diagnostic skills.
• Strong customer service and user-support orientation.
• Excellent verbal and written communication skills.
• Strong stakeholder engagement and interpersonal skills.
• Good self-management and organisational skills.
• Ability to prioritise and manage multiple incidents and requests in a fast-paced environment.
• Strong attention to detail and accurate documentation skills.
• Results-driven and achievement-oriented.
• Proactive approach to identifying and resolving technical issues.
• Ability to work effectively both independently and as part of a team.
• Positive, professional and motivated attitude.
• Strong sense of accountability and ownership.
• Ability to work effectively with vendors and third-party service providers.
• Commitment to service quality and meeting SLA requirements.
• Adaptability and willingness to learn new technologies and processes.