IT Help Desk Support – Microsoft 365 & Windows 11

About the role

Join a leading media and production group as a Service Desk Technician within the Technical Operations team. You will provide multi‑channel support to creative, production and corporate users across the UK, ensuring technology runs smoothly from content creation to global distribution.

Key responsibilities

• Deliver phone, email, chat and face‑to‑face support for laptops, mobiles, collaboration tools and identity platforms.
• Own tickets from logging to resolution, keeping users informed throughout.
• Troubleshoot methodically, isolate root causes and escalate complex issues when needed.
• Set up and manage user accounts across Active Directory, Okta and other identity platforms.
• Configure and deploy Windows 11 and macOS devices at scale.
• Maintain asset registers and ensure equipment availability.
• Contribute to internal and user‑facing knowledge‑base documentation.
• Follow ITIL‑aligned best practices and security standards.

Required profile

• Experience administering Microsoft 365 (Outlook, Word, Teams) and managing Active Directory permissions.
• Proven Windows 11 support experience with strong troubleshooting logic.
• Background in a Service Desk or technical support environment.
• Clear communication skills for both technical and non‑technical users.
• Calm under pressure, well‑organised and able to explain technical issues in simple terms.

Required skills

• Microsoft 365
• Active Directory
• Windows 11
• macOS
• Okta
• Google Workspace
• LAN / WAN / TCP‑IP networking
• VoIP systems
• Service desk ticketing platforms
• Identity and access management tools

What we offer

• Hybrid working model – 4 days onsite in Holborn, 1 day remote.
• Close‑knit technical operations team within a creative‑led organisation.
• Opportunity to build relationships with senior stakeholders across multiple sites.
• Friendly, supportive environment with clear best‑practice standards.
• Potential conversion from fixed‑term to permanent contract.