This role is crucial in ensuring that the Legal Ombudsman (LeO) team receives reliable IT support, with all staff issues and requests being acknowledged and resolved promptly, either by the IT team or external suppliers. The main responsibilities include managing and resolving service desk tickets for end-user devices, focusing on first and second-line support to address issues efficiently. Tickets requiring more advanced support will be escalated to third-line support, with a collaborative approach to ensure timely resolutions. The role also involves diagnosing and resolving hardware, software, network, and application problems, assisting with software installations, updates, and configurations on laptops. Providing support for Microsoft 365 tools like Teams, Outlook, OneDrive, and SharePoint is key, helping users resolve account access, application errors, and usage issues. We are looking for a proactive and detail-oriented individual with a strong background in IT support, ideally within a Microsoft-based environment. The ideal candidate will have experience in first and second-line support, with the ability to efficiently resolve service desk tickets related to end-user devices. You should be comfortable diagnosing and troubleshooting hardware, software, network, and application issues, while providing assistance with software installations and updates. Key Responsibilities: Monitor, manage, and resolve service desk tickets related to end-user devices, aiming to resolve issues at the first instance as part of 1st/2nd line support, while ensuring timely resolution. Prioritise and escalate tickets to 3rd line support as necessary, working collaboratively with them to resolve issues within agreed SLAs. Diagnose and resolve hardware, software, network, and application issues on end-user devices. Assist with software installations, updates, and configurations on laptops. Assist users with Microsoft 365 tools such as Teams, Outlook, OneDrive, and SharePoint, providing solutions for issues including account access, application errors, and feature usage Create and maintain documentation for recurring issues and their solutions, updating internal knowledge bases with troubleshooting steps to improve the efficiency of the service desk Create and manage user accounts, groups, and permissions with a strong focus on security and least-privilege principles. Regularly review and update access rights to ensure compliance with organisational security policies. Deploy laptop images to new or replacement devices, ensuring proper configuration and setup for users, and maintaining consistency and security across all devices. Monitor and respond to security incidents on end-user devices and IT infrastructure, investigating potential threats and taking appropriate actions to mitigate risks and ensure system security Monitor spam filters and identify potential phishing or malicious emails. General Adhere to all Legal Ombudsman policies and procedures. Work with line manager to identify training needs and actively seek out relevant training and development opportunities. Participate in LeOs Personal Development Review (PDR) process. Comply with all LeOs policies and procedures. Observe the Public Sector Equality Duty (PSED) and ensure the principles of LeOs equality strategy and policies are encompassed within all aspects of work. Ensure LeOs values of Fair, Independent, Open and Effective are encompassed within all aspects of work. Carry out any other duties as may reasonably be required by their line manager. This is not an exhaustive list of duties, the job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role.It does not define all individual tasks, which may be expected to change from time to time to meet operational needs.