IT Support, First Line Support

LOCATION: Head Office / Hybrid 

REPORTS TO: IT Operations Manager 

Rota: Monday to Friday, either 8:00 am – 4:30 pm or 9:30 am – 6:00 pm.
Saturday: On-call cover on a rotational basis, with Time Off in Lieu (TOIL) provided for hours worked.

JOB PURPOSE:

To provide prompt, friendly, and effective first-line technical support to all staff across the organisation. This customer-facing role is essential in delivering a positive experience for users, assisting with everyday IT issues, and ensuring incidents and service requests are resolved within agreed SLAs. The role also supports onboarding and offboarding processes, contributes to training materials, and helps maintain accurate IT documentation and asset records.

KEY RESPONSIBILITIES:

First Line Service Desk Support

· Act as the initial point of contact for all IT queries via phone, email, and the HALO ITSM platform.

· Log, categorise, and prioritise incidents and service requests accurately and efficiently.

· Diagnose and resolve first-line issues such as:

o Password resets and account lockouts (Active Directory, Microsoft 365)

o Outlook and email access issues (shared mailboxes, profile configuration)

o Printer, scanner, and peripheral connectivity

o Basic troubleshooting of Teams, SharePoint, and Windows-related issues

· Provide user guidance and "how-to" support for common Office 365 applications.

· Use internal knowledge base articles to ensure consistent, accurate resolutions.

· Escalate complex incidents to second-line support with detailed documentation of actions taken.

· Maintain clear communication with users throughout the ticket lifecycle to manage expectations.

· Monitor ticket queues to ensure timely SLA compliance and follow-ups.

· Identify recurring issues and suggest process or training improvements.

Documentation & Knowledge Base Contributions

· Document resolutions for new or recurring issues to improve efficiency and consistency.

· Contribute to and maintain internal knowledge base articles, FAQs, and support guides.

· Help identify opportunities for automation or self-service support (e.g., password resets, access requests).

· Support the creation and maintenance of quick-start guides, how-to documents, and process templates.

· Assist in building and maintaining training documentation for common IT processes and systems to support user education and internal team development.

Onboarding of New Colleagues

· Work collaboratively to set up and configure IT equipment (laptops, desktops, mobile devices).

· Create and configure user accounts in Active Directory, Entra ID, and Microsoft 365 under guidance from the IT Operations Manager.

· Assign appropriate security, distribution, and access group memberships.

· Verify mailbox creation, Outlook setup, and Teams voice settings.

· Prepare user profiles with correct permissions, mapped drives, and SharePoint access.

· Deliver IT welcome briefings and induction sessions (on-site or remotely).

· Ensure all onboarding tickets and asset assignments are completed within SLA.

· Update asset registers to reflect issued equipment and user ownership.

· Flag any onboarding issues or delays promptly for escalation.

Offboarding of Colleagues

· Action IT offboarding requests in a timely and secure manner in line with company policy.

· Disable or remove user accounts from Active Directory, Entra ID, and Microsoft 365.

· Remove access to shared mailboxes, Teams, and SharePoint resources as appropriate.

· Retrieve, inspect, and reassign IT equipment, updating asset management records.

· Securely back up or transfer data in accordance with data retention and handover procedures.

· Collaborate with HR and line managers to ensure offboarding checklists are completed accurately.

· Support audits of deprovisioned accounts and hardware to maintain security and compliance.

Training, Continuous Improvement & Collaboration

· Assist in the creation and delivery of IT training materials for end-users and internal IT team use.

· Participate in knowledge-sharing sessions to promote consistency across the support function.

· Provide feedback on common user challenges to help shape training and communication materials.

· Support continuous improvement initiatives across IT operations, documentation, and processes.

· Collaborate with colleagues to identify service enhancements and efficiency opportunities.

REQUIRED SKILLS & EXPERIENCE:

· Experience in IT support, service desk, or customer-facing technical roles.

· Familiarity with ITSM tools (e.g., HALO ITSM) and ticketing workflows.

· Good understanding of Microsoft 365 applications and Windows desktop environments.

· Excellent customer service and communication skills.

· Strong problem-solving and troubleshooting abilities.

· Organised, methodical, and detail-oriented approach to managing tickets and documentation.

· Willingness to undertake ITIL Foundation or equivalent service management training.

DESIRABLE:

· Experience supporting Windows 10/11, Active Directory, and Microsoft 365 administration.

· Exposure to Teams telephony or similar VoIP platforms.

· Basic understanding of SharePoint Online configuration and access control.

· Familiarity with IT asset management and onboarding/offboarding processes.

· Previous experience contributing to internal IT knowledge bases or documentation.

PERSONAL ATTRIBUTES:

· Friendly, approachable, and customer-focused manner.

· Eager to learn, develop skills, and progress in IT.

· Calm and composed under pressure, with strong prioritisation skills.

· A proactive and collaborative team player.

· Professional, dependable, and attentive to detail.

· Committed to delivering an excellent end-user experience.