IT Operations Officer (1st Line IT Support)

As IT Operations Officer (1st Line IT Support) your role will be to assist in delivering IT support to the users. You will also be expected to support the IT operations technician and IT operations manager in the day to day running and administrative tasks of the IT operations function.

Principal Duties and Responsibilities:

• Provide first and second line support to the teams across our organisation using ITIL incident management methodologies in FreshService ITSM (IT Service Management), make decisions with regards to solving and dealing with tickets at first point of contact appropriate and escalate when need to, whilst coordinating third line problems with developers, business analysts, and third parties.
• Complete specialist tasks to contribute to the ongoing support, maintenance and improvement of the Azure tenant that underpins our core business digital services.
• Support the wider IT team in day-to-day operations, to deliver IT activity, sharing knowledge and skills as required, ensuring actions are completed and communicated back to the end user.
• Responsible for the configuration and delivery of both the IT ServiceDesk (FreshService) and the business support system (FreshDesk).
• Work collaboratively with external suppliers and internal teams to ensure that the delivery of FreshService and FreshDesk is effective, fit for purpose, and to a high standard, responding to changes/improvements within given timescales.
• Identify continuous improvement opportunities across the IT estate, and where agreed with the IT operations manager, manage projects to implement the improvement in line with ITIL change management disciplines.
• Update our case management system using tools including Microsoft SQL and MySQL.
• Maintain our Windows desktop estate including the asset register for all IT devices.
• Administer systems including Microsoft 365, ERP (Enterprise Resource Planning), and others ensuring effective usability and security is in place.
• Use Endpoint Manager to efficiently manage our desktop estate using configuration profiles, app deployment and conditional access.
• Own the starters, movers, and leaver's process by liaising with colleagues regarding sending out and receiving equipment due to remote working and delivering IT inductions either face to face or remotely, ensuring timescales are met.
• Support for non-standard and bespoke applications built in PowerApps and Power Automate