Service management and operational duties 

• Monitor assigned queues, shared inboxes and collaboration channels to ensure timely response and ownership of support activity. 

• Use ServiceNow to record all work, update affected users, document troubleshooting steps and maintain a reliable audit trail. 

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

• Assist with ticket cleanup, reclassification, backlog reduction and accurate closure notes where required. 

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

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

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

Endpoint, asset and procurement support 

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

• Support Intune enrolment, compliance checks, Company Portal deployments, Windows updates and standard build readiness. 

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

• Assist with hardware requests, procurement updates, vendor follow-up, delivery tracking and allocation of equipment to users. 

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

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

Applications, collaboration and communications support 

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

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

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

• Support meeting room, AV, VoIP/Teams Voice and peripheral issues, coordinating with vendors or infrastructure teams when required. 

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

Security, compliance and governance 

• Follow least-privilege and approved-access principles for all account, application and collaboration requests. 

• Support MFA, VPN, endpoint encryption, device compliance and approved remote access processes. 

• Escalate suspected phishing, suspicious Teams activity, DLP issues, malware alerts or unauthorised access concerns to Information Security. 

• Handle company, client and 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, service desk or technical support role, preferably in a business or enterprise environment. 

• Strong customer service, communication and ownership skills, with the ability to remain organised under pressure. 

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

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

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

• Understanding of endpoint management concepts such as Intune, Autopilot, device compliance, Company Portal and BitLocker. 

• Good troubleshooting knowledge of networking basics including TCP/IP, DNS, DHCP, VPN, Wi-Fi and 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, asset and knowledge management. 

• Experience supporting Teams Voice, meeting room technology, AV equipment or 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, returns or disposal activities. 

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

Behavioural expectations 

• Customer focused: communicates clearly, sets realistic expectations and keeps users informed. 

• Accountable: owns tickets through to resolution or clear handover, rather than passing issues on without context. 

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

• Detail oriented: records accurate ticket notes, asset information and troubleshooting outcomes. 

• Security aware: follows policy, protects information and identifies risks early. 

• Improvement minded: identifies recurring issues, suggests process improvements and contributes to documentation.