Our client, a prominent name in the homeware industry, is known for offering stylish and high-quality products that elevate the comfort and functionality of every home. As part of their ongoing expansion, they are looking to enhance their IT team and are seeking an experienced Service Desk Technician to join their office in Oxford. About the Role: We are recruiting on behalf of our client for a Senior Service Desk Technician who will be responsible for providing advanced technical support across the company. This role involves resolving escalated IT issues, supporting infrastructure maintenance, and contributing to ongoing IT projects. If you have a strong background in troubleshooting, enjoy working in a fast-paced environment, and are ready to join a growing company, this opportunity is for you Key Responsibilities: Provide advanced technical support by diagnosing and resolving hardware, software, and network issues. Handle escalated service desk tickets, ensuring prompt and efficient resolution of more complex technical problems. Support the companys IT infrastructure, including desktop, laptop, and mobile device maintenance, printer issues, and peripheral setup. Manage and administer user accounts, permissions, and security protocols using Active Directory and Office 365. Perform system updates, patching, and regular maintenance tasks to ensure IT systems run smoothly and efficiently. Assist in installing and configuring hardware and software for new employees, and manage the ongoing IT needs of existing staff. Work closely with external vendors or escalate unresolved issues to senior technical teams. Document technical procedures and solutions, contributing to a shared knowledge base for the IT team. Participate in IT projects, such as system upgrades, migrations, and software rollouts. Skills and Experience Required: Solid understanding of Windows Server, including versions 2012, 2016, 2019, and 2022, as well as Active Directory and Server Roles and Features (Group Policy, DHCP, DNS, NTFS File Permissions, Remote Desktop Roles, Microsoft Exchange). Advanced experience with Windows 10. Familiarity with Office 365 licensing and administration. Basic understanding of TCP/IP networking. Proven experience in a technical support or service desk role, particularly in handling more complex technical issues. Strong communication skills with the ability to explain technical solutions to non-technical employees. Experience working with service desk ticketing systems and managing requests according to SLAs. Ability to work under pressure and prioritise tasks effectively. Desirable Qualifications: Certifications such as CompTIA A, Network, or ITIL Foundation are highly desirable. Experience with endpoint management tools (e.g., SCCM or similar) is an advantage. Familiarity with virtualised environments such as VMware or Hyper-V is a plus