It Service Desk Administrator

• Answer service desk telephone calls, provide first-time-fix support where possible, and route/escalate queries appropriately
• Log incidents and service requests accurately in the ticketing system, capturing clear symptoms, priority, impact, and actions taken
• Perform account administration tasks, including password resets, MFA resets, and unlocking accounts in line with security and identity verification procedures
• Complete general user administration, including creating/amending user records, access changes, and maintaining accurate user information
• Manage email distribution groups and shared mailboxes, including membership changes, access rights, and generic mailbox permissions
• Prepare and set up laptops and mobile devices for users, including basic configuration, application provisioning, and handover checks
• Administer internal position moves (movers), supporting access amendments and ensuring systems and permissions reflect the colleague’s new role
• Write and update knowledge base articles based on solutions and guidance provided by colleagues, ensuring steps are clear, accurate, and reusable

• Previous experience in a service desk or IT support administration role (including temporary/contract roles) is desirable
• Working knowledge of Microsoft 365 administration concepts (e.g., users, groups, shared mailboxes, permissions) and Windows 11 support
• Experience using a ticketing system and documenting work clearly, including updating or creating knowledge base articles
• Strong customer service and communication skills, with confidence supporting users by telephone and explaining steps clearly
• High attention to detail and a security-minded approach when completing identity checks, password/MFA resets, and permission changes
• Comfortable setting up end-user hardware (laptops and mobile devices) and performing basic troubleshooting for common issues
• Able to prioritise workload, manage multiple tickets, and meet SLAs in a busy service desk environment
• Relevant IT support certifications are beneficial but not essential

Relevant IT support certifications are beneficial but not essential

• 25 days holiday per year plus bank holidays
• Contributory Pension Scheme
• Free on-site Parking
• Holiday Buy Scheme
• Volunteer Scheme
• Share Save Scheme
• Life Assurance
• Enhanced Maternity, Adoption & Paternity Scheme
• Health & Wellbeing Initiatives
• Discount Scheme