Service Desk Consultant

• Provide professional and friendly IT support to customers and internal users, both onsite and remotely
• Travel to customer sites when required to deliver onsite support and technical assistance
• Respond to, log, analyse, prioritise, and resolve IT incidents and service requests in a timely manner
• Escalate unresolved issues where appropriate, ensuring full case ownership and updates throughout
• Deliver desktop and end-user support, including both remote troubleshooting and desk-side assistance

• Diagnose and resolve hardware, software, and system issues across user environments
• Perform desktop/laptop builds, reimaging, and device deployments
• Provide administration and support across Microsoft environments, including:
• Microsoft 365 (M365) tenant administration
• Azure / Entra ID (user management, group management, Conditional Access, MFA)
• Microsoft Intune / Endpoint Manager (device enrolment, compliance policies, configuration profiles, application deployment)
• Exchange Online (mailbox management, mail flow troubleshooting, permissions, shared mailboxes)
• Support identity and access management tasks
• User provisioning/deprovisioning
• Role-based access control (RBAC)
• Troubleshooting authentication and sign-in issues
• Provide support for:
• Windows 10/11 environments
• Microsoft Office applications
• Mobile Device Management (MDM) for iOS/iPadOS and Android devices
• Corporate smartphones and BYOD scenarios
• Troubleshoot and support:
• Email delivery issues (mail flow, spam filtering, connectors)
• Endpoint compliance and security policies
• Device configuration and deployment via Intune
• Support and maintain:
• Multi-function devices (printers, scanners, etc.)
• Basic networking issues (connectivity, VPN, firewall-related user impact)

• Maintain strong client relationships through excellent customer service
• Proactively identify opportunities to improve customer IT systems and operations
• Communicate effectively with clients and internal teams regarding progress, issues, and resolutions
• Manage and prioritise workload effectively to meet deadlines and SLAs

• Minimum 2+ years' experience in a Service Desk or similar IT support role
• Proven experience working in a fast-paced, high-pressure environment
• Strong understanding of Service Desk operations and ticket management processes
• Excellent customer service and communication skills
• Strong troubleshooting, diagnostic, and problem-solving abilities
• Hands-on experience with:
• Microsoft 365 administration
• Azure / Entra ID identity management
• Microsoft Intune (Endpoint Manager)
• Exchange Online
• Experience with:
• Device imaging and deployment
• Endpoint management and security policies
• Microsoft licensing concepts and administration
• Networking fundamentals (WAN, VPNs, firewalls)
• Ability to work both independently and as part of a team
• Full-clean drivers license

• Exposure to ISO standards
• ITIL certification (or working knowledge of ITIL practices)
• Experience with:
• Azure AD Connect / Hybrid environments
• Conditional Access policy design and troubleshooting
• Defender for Endpoint / M365 Security tools

• Strong problem-solving and decision-making skills
• Ability to prioritise effectively and manage multiple tasks simultaneously
• Results-driven with the ability to perform under pressure, particularly in customer-facing environments
• Quick to learn and adapt to new systems and technologies
• Strong analytical thinking and attention to detail
• Clear and professional communication skills

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