We are looking for a capable and customer-focused Desktop Support Engineer to provide hands-on IT support within a Microsoft-based environment.

This is a user-facing role where you’ll provide a combination of face-to-face and remote/telephone support, helping users resolve day-to-day technology issues and ensuring they have the tools and support they need to work effectively.

You'll support a broad range of hardware, software and Microsoft technologies, so we're looking for someone with solid troubleshooting skills, strong communication and a genuine service mindset.

What You'll Be Doing:

• Provide Level 1 and Level 2 desktop and end-user support.
• Deliver face-to-face, telephone and remote technical support to users.
• Diagnose and resolve hardware, software, operating system and connectivity issues.
• Support desktops, laptops, monitors, printers, mobile devices and other end-user hardware.
• Support users across a Microsoft environment, including Windows and Microsoft 365 applications.
• Assist with user accounts, permissions, password and access-related issues.
• Set up, configure and deploy laptops, desktops and other end-user devices.
• Support onboarding and offboarding activities, including equipment preparation and user access.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive and Office applications.
• Assist with device management and deployment activities, with Microsoft Intune experience highly regarded.
• Log, manage and resolve incidents and service requests through the service desk system.
• Escalate more complex technical issues to infrastructure, cloud or specialist teams when required.
• Maintain accurate technical and support documentation.
• Provide users with clear guidance and practical assistance when introducing new systems, applications or technology.

What We're Looking For:

You'll have previous experience in a Desktop Support, Service Desk, IT Support or End User Computing position and be comfortable supporting users with varying levels of technical knowledge. Ideally, you'll bring:

• Experience supporting users within a Microsoft technology environment.
• Strong Windows desktop support and troubleshooting skills.
• Experience supporting Microsoft 365 applications.
• Good knowledge of PC and laptop hardware, peripherals and common software issues.
• Experience with user account and access administration.
• Strong troubleshooting and problem-solving capability.
• Experience configuring and deploying end-user devices.
• Microsoft Intune experience is preferred, particularly device enrolment, configuration and application deployment.
• Basic understanding of networking and connectivity troubleshooting.
• Strong communication and customer service skills.
• The ability to explain technical issues clearly to non-technical users.
• A proactive and organised approach to managing support requests.

The Person:

Technical capability is important, but this is also very much a people-focused role.

You'll enjoy helping users, be comfortable working directly with people face-to-face and have the patience to work through problems with users who may not have a technical background.

We're looking for someone who takes ownership of issues, communicates well and understands that great IT support isn't simply about fixing technology – it's about getting the user back up and running as quickly and smoothly as possible.