About the Role
We are seeking a proactive Service Desk Consultant to be the first point of contact for IT support in a hybrid work environment. You’ll provide technical assistance, resolve incidents, and help keep systems secure and reliable. From troubleshooting to onboarding new users, your work will ensure colleagues stay connected and productive. This role offers variety, responsibility, and the opportunity to make a meaningful impact.
Key Responsibilities
- Act as the first point of contact for IT incidents and service requests via phone, email, or in person.
- Resolve technical issues on first contact where possible, or escalate effectively.
- Support staff with desktop, network, mobile, and application queries.
- Monitor and manage IT security incidents and raise awareness across the business.
- Contribute to process improvements and knowledge-sharing within the Service Desk team.
- Build strong working relationships with staff and external service providers.
- Qualification in IT or business-related discipline, or equivalent professional experience.
- Experience in 1st and 2nd level IT support within a service desk environment (ITIL framework).
- Excellent communication and customer service skills.
- Strong working knowledge of Windows 10, Office 365, Active Directory, Exchange Online, and SharePoint.
- Exposure or experience with Windows 11, Azure AD, antivirus and patch management, and remote access technologies (Citrix, MS Teams, Zoom).
- ITIL Service Management Foundation Certification.
- Ability to educate staff on IT security concepts.
- Experience with Windows Server 2019 and Voice Technology (PABX, IVR, ACD) highly regarded.
- Career development and education assistance
- Flexible working conditions
- Health and well-being programs
- Purchased leave and employee assistance programs
- Reward and recognition initiatives
- Retailer discounts and social club activities
- Charitable workplace giving
We foster a values-driven culture that promotes care, collaboration, and passion. We work together to deliver the best outcomes for our colleagues, clients, and the wider community.
