Service Desk Specialist

Working with our client, you'll be part of an organisation that cares deeply about people, the profession, society, and the planet. They bring together winning spirit, innovation, teamwork, customer focus, and integrity in everything they do.

If you're passionate about delivering exceptional IT support and want to be part of a team committed to excellence, this is your opportunity.

About the Team

The Service Desk is the first point of contact for IT support across the organisation, ensuring staff have the tools, technology, and support needed to work effectively every day.

You'll be joining a collaborative, customer-focused team supporting the Microsoft ecosystem and a broad IT environment- including Windows 11, Office 365, Dynamics 365, cloud services, Intune, and on-prem infrastructure.

Working closely with the Infrastructure team, the Service Desk plays a key role in delivering reliable, secure, and user-friendly technology experiences across the business.

About the Role

As a
Service Desk Specialist
, you will provide Level 1 and 2 support across the business, ensuring staff can work efficiently and securely. You'll manage and support devices using Intune, Autopilot, and Endpoint Manager, and maintain identity and access management through Entra ID (Azure AD) and Active Directory.

You will also assist with troubleshooting connectivity and security platforms including Fortigate VPN, Meraki wireless, and other enterprise systems.

Beyond resolving everyday incidents, you'll help identify root causes, recommend long-term improvements, and contribute to a positive end-user experience. This role is ideal for someone who blends technical expertise with excellent communication and service skills.

What You'll Do

• Provide high-quality Level 1 & 2 support across Windows 11, Microsoft 365, Dynamics 365, and core business applications.
• Enrol, configure, and manage devices using Intune, Autopilot, and Endpoint Manager.
• Support identity management through Entra ID (Azure AD) and on-prem Active Directory.
• Assist with connectivity and security platforms such as Fortigate VPN and Meraki wireless.
• Investigate root causes, escalate when required, and proactively recommend improvements.
• Deliver customer-centric support that builds trust and enhances user satisfaction.
• Collaborate with a wide range of technology teams to maintain secure, reliable IT services.
• Maintain accurate ticketing, documentation, and follow-through on support issues.
• Uphold high standards of ethics, integrity, and safety.

What Success Looks Like

• Issues are resolved efficiently with a customer-first mindset.
• You build strong relationships with end users and IT colleagues.
• Devices, accounts, and systems are managed securely and consistently.
• You identify patterns and contribute to long-term improvements.
• You embody the organisation's core values: Winning Spirit, Innovation, Teamwork, Customer Centricity, and Ethics & Integrity.

Experience & Knowledge

• Experience in a Service Desk or IT Support role (L1–L2).
• Strong knowledge of Windows 10/11, Microsoft 365, and Entra ID/Azure AD.
• Hands-on experience with Intune, Autopilot, or similar modern device management tools.
• Understanding of networking fundamentals, VPNs, and wireless troubleshooting.
• Experience using ticketing systems and ITIL-aligned workflows.

Skills & Attributes

• Excellent communication and customer service skills.
• Strong troubleshooting and analytical abilities.
• Ability to prioritise tasks in a fast-paced environment.
• Collaborative, proactive, and eager to learn.
• Commitment to professionalism, quality, and integrity.

Qualifications

• Relevant IT certifications (Microsoft, CompTIA) are highly regarded.
• Formal IT training or degree preferred but not essential.