PRINCIPAL ACCOUNTABILITIES:This role revolves around answering, logging and managing calls related to IT software, hardware and systems; setting their priorities and owning them to resolution. Answering and logging all incidents/requests whether received via phone, email or face to face.Resolving 95% of incidents/requests coming into the Service Desk owning from inception to completion.Create and administer user and email accounts for the companies Active Directory and Office365 systems.Installation, configuration and support of Microsoft Operating systems, Microsoft Office applications and business softwareAn involvement in project work such as upgrades and rolloutsAdopt security best practice - Antivirus, Backup/RestoreHardware build and repair including peripheralsMaintain and administer mobile phones and their operating systemsSupport of video conferencing equipmentDevelop and expand Service Desk knowledge baseProvide holiday cover for other members of staff including some in other parts of the UK - staying away will be necessaryProject a positive image of IT and maintain/develop good working relationships with both internal and external customers to improve service delivery.PERSON PROFILE:QUALIFICATIONS, SKILLS AND EXPERIENCEAn aptitude for learning and a passion for technologyHardware repair skills preferableKnowledge of mobile phones and their operating systems specifically iOS and AndroidExceptional customer service skillsExcellent written as well as oral communicatio