Description
As the 'face of IT' for our local and remote users, including exec level staff, the role is vital in ensuring the smooth operation of our IT systems and providing efficient technical support to our colleagues across our suite of applications.
The environment is fast paced, demanding and the team is passionate about delivering the best customer service, quickly resolving issues and ensuring the end user IT experience is positive.
You will be part of a dedicated, hardworking team providing 1st and 2nd line technical assistance and support for all IT issues as well as working behind the scenes to continually improve our service offering.
You will be covering on-site support in your respective office, for a minimum 3 days per week.
This will be a great opportunity for someone who has positive, enthusiastic, and resilient manner and enjoys a challenge too.
Key Responsibilities
* Act as the first point of contact for IT support (1st & 2nd line) across all levels, ensuring timely assistance.
* Assess, triage, research, and resolve incidents and requests, prioritizing correctly within ITSM tools.
* Liaise with Managed Services providers and collaborate with Third Line & Infosec teams to resolve issues.
* Monitor and manage IT service requests, maintaining ownership and communication with users.
* Handle user management (starters, leavers, movers) and access permissions.
* Troubleshoot hardware/software issues and support system updates, patches, and upgrades.
* Manage laptop setup, redeployment, retirement, and maintain the Asset Management Database.
* Maintain accurate IT documentation and records.
* Follow IT policies, procedures, and security guidelines.
* Support Salesforce and JIRA processes as needed.
Skills, Knowledge & Expertise
* At least 2–3 years in a service desk environment, primarily office-based.
* Strong knowledge of Windows & Mac OS, Office 365, Microsoft Office, iPads, printers, and general IT support.
* Experience of iOS configuration, Apple devices (iPhone, iPad, MacBook), and MDM solutions.
* Experience of troubleshooting across, Hardware/software installation, configuration, and problem-solving for 1st & 2nd line issues.
* Experience with platforms like ServiceDesk Plus, SNOW, etc.
* Understanding of data protection and information security.
* Strong interpersonal skills, ability to assist colleagues calmly and effectively.
* Familiarity with ITIL processes (Foundation Certificate desirable).
* It would be advantageous to have further experience with Salesforce administration, JIRA (or equivalent) for JML process support.
Great talent comes in many forms, and we’re committed to building a diverse and inclusive team. Whilst a number of our roles do require specific qualifications and experience, and industry knowledge, we also value potential, unique perspectives, and transferable skills. If you’re excited about this opportunity but don’t meet every requirement, we’d still love to hear from you.
We occasionally collaborate with recruitment agencies to fill niche or specialist roles. However, we do not accept agency terms or pay fees for speculative CVs submitted directly to our hiring managers or outside our Applicant Tracking System.
If you are a recruitment agency interested in partnering with us for candidate supply, please reach out to recruitment@arrowglobal.net