Job Description

The role

involves responding to incidents, service requests, and general IT queries, with a focus on high-quality, customer-centric service delivery. Support Services Agents are also part of an on-call rotation, providing after-hours support in line with business requirements. The frequency of on-call duties may change based on operational demand.

Key Accountabilities:

  • Provide first-line support via phone, email, remote tools, and IT Service Management tools for IT-related incidents and service requests. 

  • Accurately log, categorise, and prioritise tickets in line with defined SLAs. 
    Troubleshoot hardware, software, network, and account-related issues in-line with the technologies implemented. 

  • Manage the lifecycle (provisioning, configuration, support, and decommissioning) of the corporate iPhone and iPad estate. Use MDM tools (e.g., Intune or Jamf) to ensure consistent configuration, security compliance, and app deployment and ma...

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