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Job Description
Structured overview of role & requirementsAbout This Role
Serve as the first contact for end-users for IT service requests, incident reporting, and operational escalations.
Manage user onboarding/offboarding across all company units and administer core Microsoft 365 services including Exchange, SharePoint, Teams, and OneDrive.
Ensure timely progression and escalation of incidents and service requests per ITIL service levels, and contribute to process improvements and knowledge base development.
Minimum Requirements
Bachelor’s degree in IT, Computer Science, or related field.
Minimum 3 years of experience in IT Service Desk or IT support with ITIL3/ITIL4 certification or equivalent 3+ years in IT Service Management environment.
Operational experience with ServiceNow for ITSM functions including Incident Management, Request Fulfillment, and Problem Management.
Willingness to work UK timezone shifts; proficiency in M365 Admin Center, Exchange, Active Directory, Windows OS; understanding of Infrastructure tech (Networking/SDWAN, SAN, VMware, DNS, AD).
Ideal Candidate Profile
Experience supporting users across multiple time zones and regions with exposure to global IT service operations.
Strong operational focus on ITIL-based service delivery and incident escalation protocols within Microsoft ecosystem environments.
Ability to troubleshoot, document, and drive continuous improvement in IT service processes and user experience especially in M365 and ServiceNow platforms.