Helpdesk Technical Delivery & Escalation
Own incidents, problems, and service requests from intake to resolution, communicating clearly with users and escalating high impact or complex issues to senior engineers as required.
Support and administer core end‑user services (e.g., Microsoft 365, identity and access, email, Teams, printing), following agreed standards and security controls.
Troubleshoot and support endpoints (Windows/macOS), mobile devices, and common business applications, including build, onboarding/offboarding, patching coordination, and hardware/software lifecycle tasks.
Perform initial triage on infrastructure issues (general server, network, VPN, Wi‑Fi, and telephony checks), capturing diagnostics and coordinating with senior engineers, vendors, and stakeholders to restore service quickly and safely.
Implement standard changes and requests (account provisioning, group/policy updates, software deployments, permissions), ensuring appropriate approvals and accurate ticket and documentation updates.
Service & Operational Excellence
Identify service improvement opportunities (recurring tickets, common failure patterns, automation candidates), raising proposals with senior engineers and IT leadership.
Contribute to incident reviews, root cause analysis, and preventative actions by providing timelines, user impact detail, and technical evidence gathered during triage.
Monitor for early indicators of operational or technical risk (alerts, repeated user issues, patching gaps), escalating appropriately and supporting follow‑up actions.
Maintain clear, accurate, and usable documentation, including knowledge base articles, troubleshooting guides, and operational runbooks.
Support the administration and improvement of helpdesk tooling (ticketing, remote support, asset management) and contribute to operational monitoring, backup, and reporting activities with guidance from senior engineers.
Provide day‑to‑day guidance to junior colleagues where appropriate and seek guidance from senior engineers to build deeper systems administration expertise.
Support onboarding and knowledge transfer for new team members, including walkthroughs of standard processes, tooling, and common troubleshooting patterns.
Demonstrate a high standard for technical quality, professionalism, and customer service, including clear user updates and expectation setting.
Take ownership of defined helpdesk improvements or small technical initiatives (e.g., standardising device builds, improving access request workflows, updating KB/runbooks), coordinating with other engineers and escalating risks or blockers early.
Provide input to senior engineers and IT leadership on trends, recurring service issues, documentation gaps, user experience pain points, and improvement opportunities.
Support Change Advisory Board (CAB) activities by raising standard changes, contributing user impact detail, and preparing implementation steps for helpdesk owned items as needed.
Work in line with ITIL, security, and data protection requirements, following established policies and standards (including appropriate handling of access, credentials, and sensitive information).
Support vulnerability identification and remediation activities across end‑user services and assigned systems (e.g., patching coordination, configuration hardening), with oversight from senior engineers and/or security.
Support audits, compliance reviews, and evidence gathering activities as required (e.g., access reviews, device inventory, service desk records).
Qualifications and Experience
Hands‑on experience in an IT helpdesk/service desk role, with exposure to systems administration tasks in a technical environment.
Solid knowledge and experience with Microsoft products such as Windows 11, Windows Server, M365, Active Directory etc.
Understanding of networking fundamentals - DNS, Wi‑Fi, Ethernet, IP addressing.
Ability to resolve most tickets independently, follow escalation paths appropriately, and take accountability for assigned deliverables and service quality. Experience with ConnectWise an advantage.
Strong troubleshooting, analytical, and problem‑solving skills, with a structured approach to diagnosis and clear communication of findings.
Experience working in ITIL aligned service environments, with strong ticket hygiene and an understanding of SLAs and prioritisation.
Exposure to security, compliance, or regulated environments is an advantage.
Good communication skills, with the ability to explain technical issues clearly to different audiences.
Self‑motivated, organised, and keen to learn, with a willingness to take accountability for outcomes.
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