Yolk Recruitment Ltd
IT Support Operator (temp -1 month initially)
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IT Support Operator (temp -1 month initially)
Location: London / Hybrid
Salary: Up to £35,757
Hours: 35 hours per week
Working Pattern: 8am–5pm shift rotation
Hybrid Working: Approximately 40% office-based
About the Role
We are looking for an experienced IT Support Operator to join an established IT Service Desk team, providing high-quality 1st line technical support to users across the organisation.
You will be responsible for resolving incidents and service requests, supporting users across a range of Microsoft technologies and devices, and ensuring issues are logged, managed and escalated effectively in line with ITIL processes and agreed service levels.
Key Responsibilities
- Provide 1st line technical support via telephone, email, Teams and self-service portals.
- Diagnose and resolve hardware, software, mobile device and account-related issues.
- Log, categorise, prioritise and manage incidents and service requests through an ITSM system.
- Provide support across Windows 11, Microsoft 365, Active Directory, SCCM and Microsoft Intune/Endpoint Manager.
- Support the installation, configuration and maintenance of IT equipment, applications and peripherals.
- Manage user accounts, permissions and access in line with security policies.
- Escalate complex or unresolved issues to relevant 2nd/3rd line teams.
- Maintain and contribute to IT knowledge bases, troubleshooting guides and user documentation.
- Promote good IT security practices, including secure device use, password management and data protection.
- Assist with equipment deployments, projects and wider IT operational activities.
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You will have:
- Experience working in an IT Service Desk / 1st Line Support environment.
- Strong troubleshooting and problem-solving skills.
- Good working knowledge of Microsoft 365, Windows 11 and Active Directory.
- Experience with Intune/Endpoint Manager, SCCM or similar endpoint management tools.
- Experience using an ITSM/ticketing system and working to service levels.
- A good understanding of ITIL processes and IT service management.
- Excellent communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.
- A professional, patient and proactive approach to supporting users.
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Additional Information
The role requires approximately 40% office-based working in London, with flexibility to meet operational requirements. Occasional UK travel, extended working days and overnight stays may be required for projects or events.
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