Key skills
AzureDNSITSMMacOSTCP/IPEntra IDOktaActive Directory
About this role
Role Overview
- Manage daily workload distribution, ticket prioritisation, and escalation for 1-2 Service Desk Analysts
- Monitor ticket backlog, SLA compliance, and assign tickets based on complexity and workload
- Serve as first point of escalation for complex or high-priority issues requiring senior judgment
- Track and report on service desk performance (ticket volume, SLA compliance, first-contact resolution, CSAT)
- Provide ongoing training and development for the 1-2 Service Desk Analysts
- Handle 1st and 2nd line support tickets across all Enterprise IT systems (M365, Okta, Intune, Slack, Notion, ITSM platform)
- Troubleshoot issues with productivity applications (Microsoft 365, Adobe, Slack, Notion, etc.)
- Support new joiner onboarding and leaver offboarding workflows
- Participate in major incident response and post-incident reviews
- Escalate complex issues to EUC Engineers or Senior Manager when requires as well as coordinating with EUC Engineers on device deployments, configurations, and endpoint issues
Requirements
- Previously led or supported Service Desks Analysts
- Effective prioritisation and organisational skills, and an ability to adapt to changing requirements and work within a team.
- A user-first approach, with a strong customer service skillset
- Previous experience in a similar Service Desk or IT Support role
- Proficient in Microsoft 365 administration and support
- Experience with Windows and macOS desktop environments
- Familiar with ITSM tools such as Freshservice for ticketing and incident management
- Basic understanding of Entra ID (Azure Active Directory)
- Experience with Microsoft Intune for device and endpoint management
- Working knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP)
- ITIL Knowledge and familiarity with incident, request and change processes
Tech Stack
- Azure
- DNS
- ITSM
- MacOS
- TCP/IP
Benefits
You’ll get a highly competitive remuneration and benefits package. This is kept under constant review to make sure it stays relevant. We understand the power of saying thank you and take time to acknowledge and reward extraordinary effort by teams or individuals.
What to expect during the recruitment process:
- Initial recruiter screening call
- Interview with hiring manager
- Technical Interview (this may vary depending on the role)
- Final Interview