Job category: Helpdesk and Technical Support

Contract: Fixed Term Contract

Remuneration: Market Related

EE position: Yes

Introduction

To provide daily end‑user support, resolving hardware, software and network issues while maintaining Windows desktops, email systems and user accounts in Active Directory. The role requires clear communication, professional conduct and efficient handling of IT support tickets to ensure system uptime and minimal disruption to users.

• Log, classify, prioritise, and resolve incidents and service requests via the ticketing system.
• Provide first-line technical support.
• Meet agreed Service Level Agreements (SLAs) for response and resolution times.
• Escalate complex issues to second-line / third-line support as required.
• Maintain accurate and complete ticket documentation.

End-User Support & Customer Service