Desktop Support Engineer – ICT Helpdesk (Birmingham)

About the role

You will join a multidisciplinary ICT team delivering software and hardware solutions in a fast‑paced environment. The role provides 2nd‑line helpdesk support from 8 am to 6 pm, primarily for users in the Birmingham office with flexible home‑working options.

Key responsibilities

• Investigate and resolve 2nd‑line IT calls covering software and hardware, keeping users informed and escalating major incidents.
• Write and maintain ICT guidance for colleagues and Commission employees.
• Ensure all support activities comply with business continuity and security accreditation requirements.
• Build effective relationships with stakeholders to resolve queries efficiently.
• Make minor changes to ICT systems in an indirectly supervised environment.

Required profile

• Experience troubleshooting Windows 11 and iOS operating systems.
• Proficiency with Microsoft Office 365, SharePoint, OneDrive, Active Directory/AAD, Intune, Entra, Adobe Creative Cloud and IBM products.
• Hands‑on experience configuring and supporting Microsoft Surface laptops, tablets, Surface Hubs and Apple iPhones/iPads.
• Ability to manage multiple duties in a fast‑paced setting with competing priorities.

Required skills

• Windows 11
• iOS
• Microsoft Office 365
• SharePoint
• OneDrive
• Active Directory / Azure AD
• Intune
• Entra
• Adobe Creative Cloud
• IBM software
• Microsoft Surface devices
• Apple iPhone / iPad

What we offer

• Civil Service pension with 28.97% employer contribution.
• 26 days holiday (rising to 29 after two years) plus holiday purchase scheme.
• Flexible and family‑friendly working policies.
• Ergonomic, fully accessible office near Birmingham New Street Station.
• Open, collaborative, people‑focused culture.