IT Support Engineer/Agent

• Receive, diagnose and resolve incidents and service requests through the approved ITSM platform and support procedures.

• Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals and standard workplace applications.

• Provide user-account, access, password and Microsoft 365 support within approved identity and security controls.

• Configure, deploy, replace and recover endpoint devices and maintain accurate asset and assignment records.

• Support meeting rooms, conferencing equipment and common workplace technology.

• Escalate unresolved or specialist issues with complete diagnostics, evidence and user-impact information.

• Maintain knowledge articles, resolution notes and recurring-issue records and contribute to first-contact resolution improvement.

• Follow security, confidentiality, acceptable-use, access and data-handling requirements at all assigned locations.

• Support agreed user onboarding/...