Senior Service Desk Support Officer

About the role

Join the Digital Services team as a Senior Service Desk Support Officer, where you will resolve complex technical issues and support modern cloud platforms. You will act as the primary escalation point, ensuring seamless IT experiences across the organisation.

Key responsibilities

• Provide expert resolution for escalated desktop and cloud incidents.
• Support Microsoft 365, Azure AD/Entra, AWS and related cloud services.
• Diagnose and fix end‑user device problems, including Windows, Exchange, Teams and SharePoint.
• Maintain and support key applications such as Salesforce and ActiveDocs.
• Manage incidents from logging to closure, following ITIL processes.
• Create and update knowledge‑base articles to improve service delivery.
• Mentor junior team members and share expertise to uplift team capability.

Required profile

• Proactive IT professional with strong problem‑solving abilities.
• Excellent communication skills for both technical and non‑technical stakeholders.
• Experience handling escalations, major incidents and request management.
• Solid understanding of ITIL service management (ITIL qualification preferred).
• Ability to work collaboratively in a fast‑paced environment.

Required skills

• Microsoft 365 (Exchange, Teams, SharePoint)
• Windows desktop environments
• Azure AD / Entra
• AWS cloud platform
• Intune device management
• Networking fundamentals
• Salesforce
• ActiveDocs
• Active Directory