IT Service Desk Technician

Job description

As our new IT Service Desk Technician, you will be the central point of contact for IT incidents and service requests across the Group. Providing first- and second-line support, you’ll help colleagues quickly resolve technical issues and keep our systems running smoothly. Based at our Wollaston site, you’ll be the primary face of IT support on the ground, delivering hands-on assistance in person as well as remotely via phone and our Service Desk portal. Working in a dynamic, fast-paced environment, you’ll play a key role in ensuring a responsive, reliable IT experience for every colleague. Some of your key responsibilities: Deliver high-quality 1st and 2nd line support, resolving incidents and service requests within agreed SLAs and escalating where appropriate. Provide clear, confident face-to-face and remote support, translating technical issues into simple, user-friendly language. Support and maintain core infrastructure services including Windows Server, Active Directory/Azure AD, Microsoft 365, Azure, networking and end-user devices. Carry out logical troubleshooting and root-cause analysis to ensure effective, long-term solutions. Maintain accurate documentation, logs and rep...