Service Desk Technician

About the role

Amiculum’s Technology and Data Security team is seeking a proactive Service Desk Technician to provide first‑ and second‑line support for over 300 global colleagues. The role blends reactive ticket resolution with a strong focus on preventing recurring issues and improving the overall user experience.

Key responsibilities

• Deliver first‑ and second‑line IT support, acting as the primary contact for a wide range of technical queries.
• Maintain the IT Service Desk, logging, tracking and closing requests in line with SLA commitments.
• Diagnose and resolve hardware, software and system issues, escalating complex cases when necessary.
• Administer day‑to‑day IT hardware, meeting‑room technology and ensure smooth operation.
• Conduct onboarding for new starters, including system setup and initial IT induction.
• Provide training, guidance and clear communication to colleagues on best practices and system updates.

Required profile

• Minimum 4 years’ experience in an IT Service Desk environment, covering both first‑ and second‑line support.
• Proven ability to identify trends, anticipate user needs and reduce repeat tickets through training and preventative actions.
• Strong communication skills, able to interact confidently with stakeholders at all levels.
• Commitment to continuous improvement and ownership of process enhancements.

Required skills

• Windows operating system troubleshooting
• Microsoft 365 environment support
• Active Directory administration
• Patch management