Overview

We're looking for a customer-focused Level 1 Service Desk Officer to provide first-line IT support via phone and email. You'll log, triage and resolve issues, complete basic Active Directory tasks, and escalate more complex incidents while maintaining ownership through to closure.

Experience

• Previous experience in a Service Desk / Helpdesk / IT Support role (Level 1)
• Proven customer service skills (confident, calm, professional under pressure)
• Experience working to processes and SLAs in a ticketing environment

Technical (Level 1)

• Strong troubleshooting across Windows desktop environments
• Support of Microsoft 365 (e.g., Outlook, Teams, OneDrive)
• Active Directory exposure: password resets/unlocks, basic user/admin tasks, access requests (as approved)
• Ability to write clear ticket notes and follow troubleshooting steps / knowledge articles

Communication & approach

• Excellent clear verbal and written communication
• Good time management (can prioritise and handle multiple tickets)
• Comfortable escalating when needed and keeping users informed
• Prioritising customer service

Nice to have

• ITIL Foundation (or familiarity with incident/request/problem concepts)
• Exposure to common service desk tools (e.g., ServiceNow or similar)