Level 1 IT Service Desk Technician

We are looking for a skilled and customer-focused Level 1 IT Service Desk Technician to join our IT support team. This is a frontline role serving as an initial point of contact for our clients seeking technical assistance. 

Youll be a key player in ensuring operational continuity user satisfaction and efficient resolution of incidents and requests. 

Key Responsibilities: 

Technical Support & Troubleshooting 

• Provide first and second level support for desktop laptop mobile and peripheral issues. 
• Troubleshoot hardware and software problems related to Windows macOS Office 365 printers and network connectivity. 
• Handle Active Directory tasks including user account creation password resets and group permissions. 

Ticket Management 

• Create manage and resolve tickets within SLA guidelines. 
• Accurately document all actions and communications in the ITSM tool (Freshservice). 
• Escalate complex issues to Level 2/3 support teams when necessary ensuring proper handover and follow-up. 

Systems & Tools Support 

• Support user access to corporate applications VPN email systems and collaboration tools. 
• Maintain knowledge of standard operating environments and software configurations. 
• Work collaboratively with colleagues to deliver top tier service during outages and incidents 

Documentation & Process Improvement 

• Create and update technical documentation procedures and user guides. 
• Provide input on support process improvements and contribute to the knowledge base. 

Qualifications :

Required:

• 2 years in IT support/service desk with skills in troubleshooting backup/recovery Active Directory and remote monitoring/management tools.
• Strong knowledge of Windows 10/11 macOS Office 365 and basic networking.
• Experience using remote support tools and ticketing systems.
• Solid understanding of ITIL or similar service management frameworks.

Preferred:

• Relevant certifications (CompTIA A ITIL Foundation Microsoft MCP/MCSA).
• Familiarity with endpoint management tools like SCCM or Intune.
• Bonus: exposure to dental services software/equipment.

Soft Skills:

• Excellent problem-solving and analytical abilities.
• Strong written and verbal communication.
• Calm customer-focused able to prioritise under pressure.

Additional Information :

This is a high-impact role with real influence on operational performance at ground level. Youll be joining a collaborative and supportive team that values innovation and results with opportunities for growth across a dynamic multi-site organisation. The position offers a competitive salary comprehensive benefits and flexible working arrangements.

Remote Work :

No

Employment Type :

Full-time