of our internal support ecosystem. This role focuses heavily on process mapping, technical documentation, and enterprise system design, with a view to streamlining our Zoho Desk-based service management platform and related operational workflows. The successful candidate will provide the architectural insight and documentation discipline needed to drive meaningful … focus on service management and internal support operations.' • Create end-to-end process maps, system architecture diagrams, and technical documentation for existing tools, including Zoho Desk and integrated platforms.' • Work with stakeholders to establish and formalise SLAs, escalation paths, and ownership models.' • Evaluate current technical configurations, integrations, and dependencies … Lucidchart, or similar.' • Demonstrated experience producing system architecture diagrams, integration maps, and structured technical documentation.' • Hands-on knowledge of enterprise support systems—experience with Zoho Desk or similar service desk platforms is strongly preferred.' • Familiarity with service management frameworks (e.g., ITIL) and their application in modern support environments.' • Confidence More ❯
of our internal support ecosystem. This role focuses heavily on process mapping , technical documentation , and enterprise system design , with a view to streamlining our Zoho Desk -based service management platform and related operational workflows. The successful candidate will provide the architectural insight and documentation discipline needed to drive meaningful … focus on service management and internal support operations. Create end-to-end process maps , system architecture diagrams , and technical documentation for existing tools, including Zoho Desk and integrated platforms. Work with stakeholders to establish and formalise SLAs , escalation paths , and ownership models . Evaluate current technical configurations, integrations, and … or similar. Demonstrated experience producing system architecture diagrams , integration maps , and structured technical documentation . Hands-on knowledge of enterprise support systems—experience with Zoho Desk or similar service desk platforms is strongly preferred. Familiarity with service management frameworks (e.g., ITIL) and their application in modern support environments. Confidence More ❯
as the lead engineer on the Service Desk, guiding peers in prioritisation, escalation, and resolution best practices. Work hands-on with tools such as Zoho Desk , O365 , Active Directory , and AzureAD to support users across the business. Review and follow up on stagnant tickets, ensuring clear accountability and timely … lead-level influence . Deep technical knowledge of Office 365, Active Directory, AzureAD , and user/device management tools. Proven experience with ticketing systems (Zoho Desk preferred) and service delivery frameworks (ITIL or similar). A proactive and collaborative mindset with the confidence to propose and champion process improvements. More ❯
