About the role

The opportunity:

Step into a busy, user-facing support role where no two days look the same. As the first point of contact for IT issues and service requests, you’ll help keep people moving while building strong foundations in modern support practices – from structured ticket handling and SLAs through to Microsoft 365, SharePoint, and core business applications.

You’ll be working in a collaborative, customer-focused environment that values clear communication, consistency, and learning. It’s a great fit if you enjoy troubleshooting, talking to users, and following well-defined processes, and you’re looking to grow your capability across Microsoft 365, desktop support, and business apps.

What you’ll be doing:

• Acting as the first-line contact for IT support via phone and email
• Logging, triaging, and resolving incidents and service requests
• Supporting Microsoft 365 and SharePoint (Outlook, Teams, OneDrive etc.)
• Assisting with queue management and keeping tickets up to date
• Providing basic support for CRM and other business applications
• Troubleshooting Windows, laptops, printers, and standard workplace software
• Maintaining accurate records, contributing to the knowledge base, and working to SLAs

• Hands-on L1–L2 IT support experience
• Confident with Microsoft 365 and basic SharePoint concepts
• Exposure to ticketing tools (e.g. Freshdesk or similar)
• Strong customer service skills with clear written and verbal communication
• Enjoys problem-solving and following structured processes
• Relevant IT qualification (degree/diploma/cert) or equivalent experience
• Nice to have: AD/Azure AD basics and familiarity with ITIL