Hybrid 1st Line IT Support Specialist Windows & 365

Converge UK; Stafford; Hybride; GBP 24 000 - 30 000; Plein temps

Résumé du poste

Converge UK is seeking a customer-focused 1st Line Support Agent to join the Technology & Services team in a hybrid role at Converge HQ, Stafford. You will resolve incidents, support Windows & Microsoft 365, and help onboard/offboard users while working with internal teams and third-party suppliers to maintain business systems.

The role emphasizes excellent customer service, strong troubleshooting, and proactive problem-solving to ensure a smooth user experience and continuous service

Qualifications

• GCSE Maths and English or equivalent required.
• Previous IT support in a service desk or customer-facing environment.
• Knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Excellent communication and interpersonal skills.
• Full UK driving licence.

Responsabilités

• Provide 1st line technical support for hardware, software and IT service issues.
• Diagnose and resolve incidents, service requests and technical problems within SLAs.
• Support Microsoft Windows and Microsoft 365 environments.
• Set up, configure and deploy laptops, desktops, mobile devices and peripherals.
• Manage user accounts, permissions and access requests.
• Assist onboarding and offboarding activities, including equipment provisioning.
• Maintain IT asset records and inventories.
• Escalate complex issues to appropriate support teams.
• Liaise with third-party suppliers to assist with issue resolution.
• Assist with system upgrades, technology deployments and projects.
• Record all support activities within the service management platform.
• Adhere to company policies, security standards and compliance requirements.
• Support continuous improvement initiatives and deliver high-quality service.

Connaissances

Troubleshooting

Customer service

Windows support

Microsoft 365

Account management

Communication

Prioritisation

Formation

GCSE Maths & English

Outils

Ticketing systems

Active Directory

Networking basics

IT asset management

Description du poste

Converge UK is seeking a customer-focused 1st Line Support Agent to join the Technology & Services team in a hybrid role at Converge HQ, Stafford. You will resolve incidents, support Windows & Microsoft 365, and help onboard/offboard users while working with internal teams and third-party suppliers to maintain business systems.

The role emphasizes excellent customer service, strong troubleshooting, and proactive problem-solving to ensure a smooth user experience and continuous service