IT Support Officer

About the role

We are looking for an IT Support Officer to join our Manchester office and provide first‑line technical assistance to employees across the company. The role combines remote troubleshooting, on‑site support and coordination with specialised IT teams to ensure smooth daily operations.

Key responsibilities

• Resolve assigned IT support tickets within defined SLA and priority levels.
• Provide first‑line assistance for network connectivity, system access, Microsoft Office, VPN and other IT services.
• Troubleshoot hardware, software and basic connectivity issues for end users.
• Monitor, update and close tickets with accurate resolution notes.
• Escalate and coordinate with internal network, inventory and security teams when issues exceed first‑line scope.
• Handle support calls, log details in the ticketing system and prioritize appropriately.
• Deliver remote support via desktop tools, phone or chat and onsite/desk‑side assistance when required.
• Travel to other company sites or floors to resolve issues and set up new joiners.
• Assist with basic Active Directory account tasks and Microsoft Office access requests.
• Maintain documentation and prepare periodic reports on ticket volume and trends.

Required profile

• Bachelor’s degree in IT, Computer Science or a related field.
• 1–2 years of experience in IT support or help‑desk roles.
• Basic working knowledge of Active Directory and Microsoft Office applications.
• Strong communication skills and a user‑focused, service‑oriented attitude.

Required skills

• Active Directory
• Microsoft Office (Outlook, Word, Excel, Teams)
• VPN connectivity
• Remote desktop tools
• Ticketing system usage