Senior IT Service Desk Technician

- A qualification in a relevant discipline, or equivalent practical experience - 3+ years experience in an IT service desk / support role with experience of end-to-end ticket ownership - Experience with Active Directory and application access management - Experience working in IT Service Desk ticketing systems and ticket queue prioritisation - Excellent communication skills, capable of interacting effectively with technical and non-technical colleagues at all levels - Excellent troubleshooting and analytical skills across endpoint devices and common business applications - Experience supporting Microsoft 365 / Office and Microsoft Windows environments - Experience supporting endpoint management tooling (e.g. Intune) and device provisioning processes - Highly-organised and able to manage changing priorities in a fast-paced environment - A positive, customer-focused mindset with a drive to improve service delivery - Knowledge of ITIL principles (incident/request/problem management basics) (desirable) - Basic hardware repair / break-fix experience (desirable) - Experience acting as a point of escalation and mentoring junior colleagues (desirable) - Experience of supporting conferencing systems such as Microsoft Teams (desirable) - Experience supporting printers and troubleshooting common peripherals (desirable) - Awareness of IT security fundamentals (phishing, endpoint hygiene, incident triage) (desirable)