Desktop Support

Infoplus Technologies UK Ltd; Dawley; On-site; GBP 26,000 - 36,000; Full time

Job summary

Infoplus Technologies UK Ltd is seeking a skilled IT support specialist to join our desk-side and remote support team in the United Kingdom. You will help end users by phone, email, chat and in person, resolving hardware and software issues and maintaining user accounts.

The role requires strong knowledge of Windows 10/11, Microsoft 365, Active Directory/Entra ID, and experience with ITSM tools. You will help with device provisioning, security updates and onboarding; collaboration with other IT

Qualifications

• 5+ years in a desktop support, service desk or end-user support role.
• Strong working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Experience with Active Directory and Entra ID user and device management.
• Hands-on hardware troubleshooting for laptops, desktops, docking stations, printers and peripherals.

Responsibilities

• Provide technical support to end users by phone, email, chat, ticketing system and in person.
• Diagnose and resolve issues with Windows and macOS devices, Microsoft 365 applications, printers, peripherals and mobile devices.
• Log, track and update incidents and service requests in the ITSM tool, meeting agreed SLAs.
• Set up, configure, image and deploy laptops, desktops and accessories for new joiners and device refreshes.
• Manage user accounts, permissions, password resets and access requests in Active Directory/Microsoft Entra ID.
• Install, configure and update software, patches and security updates using tools such as Intune, SCCM/MECM or similar.
• Support video conferencing and collaboration tools such as Microsoft Teams, Zoom and Webex, including meeting room equipment.
• Troubleshoot basic network and connectivity issues (Wi-Fi, VPN, LAN, DNS, DHCP).
• Maintain hardware and software inventory and asset records, and track equipment lifecycle and disposal.
• Escalate complex issues to second- and third-line teams with clear documentation.
• Create and maintain knowledge base articles, how-to guides and support documentation.
• Follow IT security policies, data protection requirements and change control procedures.
• Contribute to IT projects such as OS upgrades, migrations, office moves and onboarding programmes.

Skills

Desktop support

Service desk

End-user support

Windows 10/11

Microsoft 365

Active Directory/Entra ID

IT security procedures

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

• Provide technical support to end users by phone, email, chat, ticketing system and in person.
• Diagnose and resolve issues with Windows and macOS devices, Microsoft 365 applications, printers, peripherals and mobile devices.
• Log, track and update incidents and service requests in the ITSM tool (for example ServiceNow, Jira Service Management or Freshservice), meeting agreed SLAs.
• Set up, configure, image and deploy laptops, desktops and accessories for new joiners and device refreshes.
• Manage user accounts, permissions, password resets and access requests in Active Directory/Microsoft Entra ID.
• Install, configure and update software, patches and security updates using tools such as Intune, SCCM/MECM or similar.
• Support video conferencing and collaboration tools such as Microsoft Teams, Zoom and Webex, including meeting room equipment.
• Troubleshoot basic network and connectivity issues (Wi-Fi, VPN, LAN, DNS, DHCP).
• Maintain hardware and software inventory and asset records, and track equipment lifecycle and disposal.
• Escalate complex issues to second- and third-line teams with clear documentation.
• Create and maintain knowledge base articles, how-to guides and support documentation.
• Follow IT security policies, data protection requirements and change control procedures.
• Contribute to IT projects such as OS upgrades, migrations, office moves and onboarding programmes.
  5+ experience in a desktop support, service desk or end-user support role.
• Strong working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Experience with Active Directory and Entra ID user and device management.
• Hands-on hardware troubleshooting for laptops, desktops, docking stations, printers and peripherals.
• Experience using an ITSM or ticketing system and working to SLAs.
• Good understanding of networking basics (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Excellent written and verbal communication, with the ability to explain technical issues to non-technical users.
• A customer-focused, patient and professional approach.