Service Desk Consultant

We are seeking a customer-focused Service Desk Consultant with strong experience supporting users via phone, email, remote tools, and onsite engagement. This role involves delivering high-quality IT support across client environments, with a hybrid working model consisting of three days onsite and two days remote per week. The role will also require occasional travel to customer sites as needed to provide onsite support and project assistance. Key Responsibilities Service Delivery & Support Provide professional and friendly IT support to customers and internal users, both onsite and remotely Travel to customer sites when required to deliver onsite support and technical assistance Respond to, log, analyse, prioritise, and resolve IT incidents and service requests in a timely manner Escalate unresolved issues where appropriate, ensuring full case ownership and updates throughout Deliver desktop and end-user support, including both remote troubleshooting and desk-side assistance Manage user accounts, access rights, and devices securely, including provisioning and deprovisioning Use only approved systems and follow secure working practices when providing remote or onsite support Identify and promptly report any suspected security incidents or suspicious activity in line with company procedures Complete mandatory security training and support audit and compliance activities as required Technical Support Diagnose and resolve hardware, software, and system issues across user environments Perform desktop/laptop builds, reimaging, and device deployments Provide administration and support across Microsoft environments, including: Microsoft 365 (M365) tenant administration Azure / Entra ID (user management, group management, Conditional Access, MFA) Microsoft Intune / Endpoint Manager (device enrolment, compliance policies, configuration profiles, application deployment) Exchange Online (mailbox management, mail flow troubleshooting, permissions, shared mailboxes) Support identity and access management tasks User provisioning/deprovisioning Role-based access control (RBAC) Troubleshooting authentication and sign-in issues Provide support for: Windows 10/11 environments Microsoft Office applications Mobile Device Management (MDM) for iOS/iPadOS and Android devices Corporate smartphones and BYOD scenarios Troubleshoot and support: Email delivery issues (mail flow, spam filtering, connectors) Endpoint compliance and security policies Device configuration and deployment via Intune Support and maintain: Multi-function devices (printers, scanners, etc.) Basic networking issues (connectivity, VPN, firewall-related user impact) Customer & Operational Excellence Maintain strong client relationships through excellent customer service Proactively identify opportunities to improve customer IT systems and operations Communicate effectively with clients and internal teams regarding progress, issues, and resolutions Manage and prioritise workload effectively to meet deadlines and SLAs Skills, Knowledge and Expertise Essential Minimum 2+ years’ experience in a Service Desk or similar IT support role Proven experience working in a fast-paced, high-pressure environment Strong understanding of Service Desk operations and ticket management processes Excellent customer service and communication skills Strong troubleshooting, diagnostic, and problem-solving abilities Hands-on experience with: Microsoft 365 administration Azure / Entra ID identity management Microsoft Intune (Endpoint Manager) Exchange Online Experience with: Device imaging and deployment Endpoint management and security policies Microsoft licensing concepts and administration Networking fundamentals (WAN, VPNs, firewalls) Ability to work both independently and as part of a team Full-clean drivers license Desirable Exposure to ISO standards ITIL certification (or working knowledge of ITIL practices) Experience with: Azure AD Connect / Hybrid environments Conditional Access policy design and troubleshooting Defender for Endpoint / M365 Security tools Behavioural Competencies Strong problem-solving and decision-making skills Ability to prioritise effectively and manage multiple tasks simultaneously Results-driven with the ability to perform under pressure, particularly in customer-facing environments Quick to learn and adapt to new systems and technologies Strong analytical thinking and attention to detail Clear and professional communication skills