IT Support Specialist – 1st/2nd Line, Windows & O365

YTL UK; Bath; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension up to 20%

Career development

Holiday 25–28 days

Holiday buy/sell

Healthcare package

Life assurance 8x salary

Electric car salary sacrifice

Cashback discounts

Volunteer day

Enhanced family leave

Wellbeing platform

Mental health support

£1,000 referral fee

Job summary

YTL UK is seeking an IT Support specialist for a 12-month fixed-term contract. You will diagnose and resolve IT incidents, assist with projects, and configure laptops, mobiles and software to support colleagues across the organisation.

You will maintain asset records, support onboarding of new staff, and help with Field Engineer duties as required. Strong Windows, O365/SharePoint knowledge and excellent customer service are essential.

Qualifications

• Sound knowledge and experience in first and second-line IT support to agreed SLAs.
• Good working knowledge of Microsoft products, especially Windows10, Windows11, O365 and SharePoint.
• Excellent communication and customer service skills.
• Experience working to establish incident management and request fulfilment SLAs.
• Experience with performance metrics for call and ticket handling, both qualitative and quantitative.
• Knowledge and experience using remote control tools to diagnose and resolve IT incidents.
• Broad, good knowledge of our business areas and the systems we use.
• Good organisational skills.
• The ability to learn and understand new systems quickly.
• The ability to keep abreast of industry innovation and leading IT initiatives.
• The ability to adapt to the changing needs of end users.
• The ability to liaise effectively with internal and external contacts.
• Awareness of packaging and deployment tools such as SCCM.
• Knowledge of supporting smartphones and their operating systems (iOS and Android).

Responsibilities

• Diagnose and resolve first and second-line IT incidents and requests to SLAs.
• Support projects to deliver new or changed services across the organisation.
• Build and configure laptops, desktops and tablets.
• Register and configure mobile devices.
• Maintain asset information in the ITSM system.
• Repair broken IT equipment for reuse.
• Install ad hoc software on customer devices.
• Reset and change customer passwords.
• Facilitate accounts, software and hardware for new starters and movers.
• Disable accounts and access for leavers.
• Set up network folder access for users.
• Act as IT Support Specialist in Operations Centre responses.
• Safely move IT equipment when users change location.
• Assist onboarding of new IT Support Specialists via shadowing.
• Assist with Field Engineer duties as needed.

Skills

First & second-line IT support

Windows 10/11

O365

SharePoint

Customer service

Incident management SLAs

Remote control tools

Mobile device support

IT asset management

Tools

SCCM

Remote desktop tools

Job description

YTL UK is seeking an IT Support specialist for a 12-month fixed-term contract. You will diagnose and resolve IT incidents, assist with projects, and configure laptops, mobiles and software to support colleagues across the organisation.

You will maintain asset records, support onboarding of new staff, and help with Field Engineer duties as required. Strong Windows, O365/SharePoint knowledge and excellent customer service are essential.