IT Service Desk Technician – Level 1 & 2 Support

About the role

Fyfe is seeking an IT Service Desk Technician to join its internal IT team. You will provide Level 1 and Level 2 support to staff across the organisation, handling incidents from start to finish and ensuring a smooth, high‑quality support experience.

Key responsibilities

• Deliver Level 1 and Level 2 technical assistance for hardware, software, networking and Microsoft 365 environments.
• Troubleshoot Windows devices, Office applications, Teams, Outlook, SharePoint, OneDrive and Active Directory/Entra ID.
• Manage incidents and service requests through the full ticket lifecycle using the company’s ITSM platform.
• Configure user accounts, permissions, MFA and device access.
• Support laptops, desktops, mobile devices, printers and peripheral hardware.
• Assist with Microsoft Intune device enrolment and management.
• Escalate complex issues while keeping users informed.
• Create and maintain knowledge‑base articles and technical documentation.
• Identify recurring problems and contribute to service‑improvement initiatives.
• Provide guidance to Graduate Service Desk Analysts.

Required profile

• Proactive, customer‑focused IT professional with strong communication skills.
• 1–2 years of experience in an IT Service Desk or technical support role.
• Ability to manage competing priorities and work independently.
• Relevant certifications (e.g., CompTIA A+, Microsoft MS‑900) are desirable.

Required skills

• Microsoft Windows desktop environments
• Microsoft 365 suite (Office, Teams, SharePoint, OneDrive)
• Active Directory / Entra ID
• Microsoft Intune
• ITSM/ticketing systems
• Hardware and networking troubleshooting
• MFA configuration and device access management

What we offer

• Generous paid parental leave
• Health and wellness allowance
• Employee Assistance Program for you and your family
• Clear career progression within a growing national consultancy
• Supportive, collaborative and inclusive culture