Help Desk Administrator

Key Responsibilities

• Microsoft 365 administration – user accounts, licences, groups, shared mailboxes and basic Exchange/Teams troubleshooting.
• Microsoft Entra ID – users, groups, authentication methods, MFA and basic sign-in troubleshooting.
• Active Directory – user/computer administration, group membership, password/account management and basic OU/GPO awareness.
• Microsoft Intune – device enrolment, compliance, application deployment, configuration profiles and basic troubleshooting.
• Laptop provisioning and maintenance – Windows 11 builds, configuration, rebuilds, drivers/firmware and hardware troubleshooting, including manual builds and automated/Autopilot provisioning.
• Joiners, Movers and Leavers (JML) – account creation, access provisioning, changes and deprovisioning.
• Windows 11 support – desktop, profile, application, printing and general OS troubleshooting.
• Microsoft 365 application support – Outlook, Teams, OneDrive, SharePoint and Office applications.
• Hardware support – laptops, docks, monitors, peripherals, printers and basic fault diagnosis.
• Networking fundamentals – TCP/IP, DHCP, DNS, Wi-Fi, VPN and basic connectivity troubleshooting.
• Identity and access troubleshooting – MFA, SSO, password resets, account lockouts and permissions/access issues.
• Mobile device support – iOS/iPadOS, preferably including Intune enrolment and Company Portal.
• ITSM/service desk experience – logging, categorising, prioritising, updating and resolving incidents and service requests; ideally ITIL-aware.
• Asset management – equipment allocation/returns, inventory records, device lifecycle and stock management.
• Security awareness – recognising phishing/security incidents, following least-privilege principles and knowing when an issue needs escalating.