Service management and operational duties

• Monitor assigned queues, sharedinboxesand collaboration channels to ensuretimelyresponse and ownership of support activity.

• Use ServiceNow to record all work, update affected users, document troubleshootingstepsandmaintaina reliable audit trail.

• Support request fulfilment for hardware, software, access, Teams-relatedrequestsand other IT services published through the support portal.

• Assistwith ticket cleanup, reclassification, backlogreductionandaccurateclosure notes whererequired

• Support knowledge management byidentifyingrecurring issues and converting repeat fixes into clear user-facing or analyst-facing guidance.

• Escalate incidents to infrastructure, endpoint, security, applications, procurement or regional teams withclear evidence, impact and troubleshooting already completed.

• Support change-related activities by following approved change windows, communications and post-change validation steps where assigned.

Endpoint,assetand procurement support

• Prepare and configure corporate laptops, desktops, mobiledevicesand peripherals in line with company standards.

• Support Intune enrolment, compliance checks, Company Portal deployments, Windowsupdatesand standard build readiness.

• Maintain asset assignment, stockroom, serial number and lifecycle information in ServiceNow, ensuring device records are accurate and traceable.

• Assistwith hardware requests, procurement updates, vendor follow-up, deliverytrackingand allocation of equipment to users.

• Support return, refresh,repairand secure disposal processes by ensuring ticket, asset and evidence records are complete.

• Help prevent duplicate or inaccurate hardware records by following agreed asset tagging, serialnumberand ServiceNow/Intune alignment practices.

Applications,collaborationand communications support

• Troubleshoot Outlook profile, mailbox, calendar, Teams, SharePoint,OneDriveand Microsoft 365 application issues.

• Support Teams collaboration requests, including internal collaboration queries and external communication requests that require approval through the correct process.

• Assistusers with business application access, login, MFA, SSO and workflow issues, escalating to application owners where needed.

• Support meeting room, AV, VoIP/TeamsVoiceand peripheral issues, coordinating with vendors or infrastructure teams whenrequired

• Provideclear end-user guidance for common tools and processes, using simple language and approved documentation.

Security,complianceand governance

• Followleast-privilegeandapproved-accessprinciples for all account,applicationand collaboration requests.

• Support MFA, VPN, endpoint encryption, devicecomplianceand approved remote access processes.

• Escalate suspected phishing, suspicious Teams activity, DLP issues, malwarealertsorunauthorisedaccess concerns to Information Security.

• Handle company,clientand user information responsibly and in line with internal policies and applicable privacy requirements.

• Ensure all support actions are documented accurately to support auditability, reporting and service improvement.

Essential skills and experience

• 1 to 2 years of experience in an IT support, servicedeskor technical support role, preferably in a business or enterprise environment.

• Strong customer service,communicationand ownership skills, with the ability to remainorganisedunder pressure.

• Hands-on experience supporting Windows 10/11 laptops and desktops, Microsoft 365applicationsand common business productivity tools.

• Working knowledge of Active Directory, Entra ID/Azure AD concepts, user accounts, groups, permissions,MFAand SSO troubleshooting.

• Experience using ServiceNow or a comparable ITSM platform to manage incidents, service requests,approvalsand knowledge articles.

• Understanding ofendpoint management concepts such as Intune, Autopilot, device compliance, CompanyPortaland BitLocker.

• Good troubleshooting knowledge of networking basics including TCP/IP, DNS, DHCP, VPN,Wi-Fiand common connectivity issues.

• Ability to document fixes clearly, follow SOPs and contribute to process improvement.

• Fluent written and spoken English.

Desirable skills

• Exposure to ITIL-based service management practices including incident, request, change,assetand knowledge management.

• Experience supporting Teams Voice, meeting room technology, AVequipmentor VoIP services.

• Awareness of endpoint security tools, email security controls, DLP, conditional access and secure collaboration practices.

• Experience supporting hardware lifecycle processes, procurement, stock management,returnsor disposal activities.

• Familiarity with business applications such as Maestro, Salesforce,ZenQMSor other Marken operational systems.

Behaviouralexpectations

• Customer focused: communicates clearly, sets realisticexpectationsand keeps users informed.

• Accountable: owns tickets through to resolution or clear handover, rather than passingissues onwithout context.

• Collaborative: works constructively with regional IT, application, infrastructure,securityand procurement teams.

• Detail oriented: recordsaccurateticket notes, assetinformationand troubleshooting outcomes.

• Security aware: follows policy, protectsinformationandidentifiesrisks early.

• Improvement minded:identifiesrecurring issues, suggests processimprovementsand contributes to documentation.