Second Line IT support

About the Role

As a Technical Services Support Officer, you will:

• Assist with the in-place upgrade from Windows 10 to Windows 11, ensuring minimal disruption to staff across the organisation.

• Support the wider deployment of new PCs as part of the Technology Refresh strategy.

• Provide helpdesk cover, responding to customer issues promptly and professionally.

• Troubleshoot and resolve technical queries to maintain high levels of customer satisfaction.

• Serve as one of the primary contact points for user support via face-to-face interactions, telephone, and online channels.

• Contribute to core services that support customer service strategy and standards, IT operations, disaster recovery, business continuity planning, and organisational communications.

About You

We are looking for a candidate who:

• Has experience supporting Windows operating systems, ideally including involvement in a large-scale Windows 10/11 upgrade project.

• Possesses strong technical troubleshooting skills and a customer-focused approach.

• Communicates clearly and confidently with users of all technical abilities.

• Enjoys working in a fast-paced environment and can manage multiple priorities effectively.

• Works well both independently and as part of a collaborative team.