Service Desk Analyst/Manager

Role Overview

• Provide timely troubleshooting for hardware and software issues ensuring our ticket system is maintained and workload is prioritised
• Deliver remote and hands-on support for both macOS and Windows environments; set up, maintain, and order laptops and peripherals
• Seamlessly handle the IT setup for New Starters and offboarding for Leavers, requiring regular travel to our offices to setup or collect equipment
• Manage Microsoft 365 (SharePoint & OneDrive) and administer applications like Slack, Lucid, and other SaaS platforms
• Partner with the InfoSec team to deliver security enhancements and embed with the SRE team as part of the incident response function.

Requirements

• Hands on experience in a service desk or IT support role
• Comfortable troubleshooting a wide range of issues, from Microsoft 365 (Outlook, SharePoint) to third-party SaaS tooling
• Strong critical thinking skills with the ability to take full ownership of problems and work independently to resolve them
• Independent, self-motivated, flexible, and ready to adapt to a fast-paced environment
• A relevant IT certification (e.g., ITIL, CompTIA, or Microsoft) is highly beneficial.

Tech Stack

• MacOS

Benefits

• Flexible working options, such as flexible hours and hybrid work