Key skills
ITSMBICommunication
About this role
Role Overview
- Serving as the first point of contact for users seeking technical assistance at the Tech Bar
- Diagnosing and resolving hardware and software issues across laptops, desktops, and mobile devices
- Supporting operating systems, applications, and network‑related problems
- Assisting users with setting up and configuring IT equipment
- Logging and managing incidents and service requests using the ITSM system
- Escalating complex issues to 2nd Line Support or specialist teams when required
- Maintaining a high level of customer service and ensuring timely resolution of issues
- Educating users on best practices and providing guidance on IT‑related queries
- Working alongside the AV specialist to support meeting rooms and events
- Supporting VIP meetings and company‑wide events, ensuring AV and rooms are fully prepared
- Participating in team meetings and contributing to continuous improvement initiatives
- Creating knowledge articles, guides, and processes to support the business
- Running bi‑weekly new starter inductions and maintaining induction materials
- Managing joiner, mover, and leaver (JML) processes, including account creation and decommissioning
- Communicating clearly and consistently with users and colleagues
Requirements
- A genuine interest in technology and a willingness to learn
- Confidence when dealing with people and communicating directly with users
- Familiarity with common software applications and troubleshooting techniques
- A positive attitude, strong character, and a clear desire to progress
- Basic understanding of networking principles and IT infrastructure
- Excellent problem-solving and communication skills
- Ability to work independently and as part of a team
- Strong organisational skills and attention to detail
Tech Stack
- ITSM