The Graduate Project
Service Desk Officer
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We are recruiting a proactive and customer-focused Service Desk Officer to join a well-established professional membership organisation based in Central London.
This is a full-time temporary opportunity, working 35 hours per week, Monday to Friday. Some evening and occasional weekend work may be required to support events and projects, with time off in lieu provided.
The Role
You will provide first-line IT support to colleagues across the organisation, ensuring incidents and service requests are resolved efficiently or escalated to the appropriate technical team. You will support users with a wide range of hardware, software, systems and audio-visual technology, delivering a professional and approachable service at all times.
Key responsibilities include:
- Managing, prioritising and resolving service desk tickets in line with agreed service levels.
- Providing first-line support for laptops, desktops, mobile devices, tablets, printers and peripherals.
- Setting up equipment and accounts for new starters, ensuring devices are configured, recorded and ready for use.
- Delivering basic user guidance and training on IT systems, Microsoft 365 and collaboration tools.
- Supporting Microsoft 365 applications, Teams telephony and video conferencing systems.
- Assisting with the maintenance of network infrastructure, including WiFi and connectivity.
- Maintaining accurate hardware and software asset records.
- Supporting the secure disposal of redundant or faulty IT equipment.
- Assisting with business applications, user access, device management and information security processes.
- Providing technical support for meetings, events and conferencing facilities, including AV set up and troubleshooting.
- Carrying out routine checks and planned maintenance of IT and AV equipment.
- Escalating risks, recurring issues and technical faults to the Service Desk Manager and wider IT team.
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About You
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You will have previous experience in a first-line IT support or service desk role, with the ability to manage competing priorities and communicate technical information clearly to non-technical users.
You should have experience supporting and troubleshooting end-user hardware, software and business applications; managing service desk tickets; Microsoft 365, Teams and Windows operating systems; user account administration; device configuration; software deployment; asset management; meeting room technology; video conferencing; AV equipment; basic networking; and information security.
Relevant IT certifications, such as ITIL, Microsoft 365, Azure or security fundamentals, would be beneficial but are not essential.
You will be organised, calm under pressure and comfortable working independently as well as part of a collaborative IT team.
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