The primary function of the Help Desk Support role is to support and manage tickets raised by the business in Service Desk Plus. Working as part of a talented team, the role will provide and coordinate first level support for all requests escalating tickets to 2nd and/or 3rd level support as required. The role will also work with the engineering teams to develop technical solutions, test recovery capabilities and provide additional support as required.

Key responsibilities include:

• Providing first level support for all tickets raised by the business and/or vendors.

• Ensuring all tickets escalated to 2nd and/or 3rd level support, are responded to and closed within agreed SLA times.

• Ensuring all technology assets are tracked and managed in accordance with Asset Management protocols.

• Actively work with the technical teams to identify problems and implement solutions.

• Ensuring all change requests are catalogued, completed correctly and managed in accordance with DebtManagers Change Management practices.

• Ensuring all P1 & P2 incidents are managed in accordance with BCP practices and updates are communicated within the specified notification periods.

• Ensuring all P1 and/or P2 meetings are documented for future reference.

• Providing monthly incident reports to management as required.

• Working with the project teams to ensure any development and/or UAT testing is completed and documented correctly.

• Regularly test backups to ensure systems are recoverable.

• Work with the Senior IT Manager on special projects.

What you'll bring

· 5+ years’ Systems Admin/IT Support experience.

· 5+ years’ administrative experience with Microsoft 365, Android, Intune, MDM technology, Azure, Exchange & Active Directory.

· Strong knowledge of networking & security tools.

· A team-first attitude with clear communication and a solutions mindset.

· Positive energy — the kind that makes users happy to see you arrive at their desk.