Key responsibilities First-line support

Receive, log and categorise all incidents and requests in the IT Service Desk system; resolve first-line issues and escalate the rest with a clear description of what was tried.

Provide support to users by phone, email, remote tools and at the desk, keeping a courteous and professional manner.

Reset passwords, unlock accounts and handle standard access requests following the approved procedures.

Assist users with Microsoft 365 applications (Outlook, Teams, Word, Excel, SharePoint, OneDrive).

Join the on-call rota once the agreed induction period and training are complete, providing first-line response outside business hours with the IT Administrators as escalation.

Confidential – for internal and recruitment useJunior IT Administrator / Technician · Role Profile Technician duties (endpoints and equipment)

Build, image, configure and deploy desktops, laptops and mobile devices to the standard build; install and update standard business applications.

Diagnose and repair hardware faults on desktops, laptops, printers, monitors and peripherals; arrange warranty repairs with suppliers.

Set up workstations, docking stations, meeting-room and AV equipment; move and reconnect equipment for office changes.

Perform basic network tasks: patch cables, check switch ports, replace access points, and label cabling and patch panels.

Keep server rooms, comms cabinets and IT storage areas tidy and labelled; report environmental or power issues. Routine administration (under supervision)

Carry out daily checks assigned by the IT Administrators (backup job status, alert review, disk space) and report results.

Create and disable user accounts and mailboxes for joiners and leavers using the checklist.

Assist with patching and update rollouts on endpoints. Documentation and asset management

Update the asset inventory for every device issued, returned, moved or disposed of (serial number, user, location, warranty).

Follow runbooks and checklists exactly; report any step that is wrong or out of date so it can be corrected.

Write knowledge-base articles for common first-line fixes. Development

Complete the assigned training and certification plan; shadow the IT Administrators on server, network and backup tasks. Cognate duties

Perform any other duties reasonably related to the role as assigned by the Senior IT Administrator or the IT Administrators, including project support, site visits, equipment moves and cover for colleagues during absence.

The Junior IT Administrator / Technician is the first point of contact for IT support and the hands-on technician for the organisation's endpoints, peripherals and physical IT equipment. The role logs and resolves first-line incidents and requests, sets up and maintains user devices, assists with routine administration tasks under supervision, and escalates to the IT Administrators when an issue is outside its scope. It reports to the Senior IT Administrator and works day to day with the two IT Administrators. The role is a development position: the holder is expected to build towards the IT Administrator role through structured training and progressively wider responsibilities.Essential ▪ Certificate or diploma in computing, IT support or a related field, or equivalent practical experience.0–2 years in IT support, helpdesk or a technician role (internships and apprenticeships count).Sound knowledge of Windows desktop, PC and laptop hardware, printers and peripherals. ▪ Working familiarity with Microsoft 365 applications and basic Active Directory tasks (password resets, group membership).Basic networking understanding: IP addressing, cabling, Wi-Fi, switches. ▪ Methodical troubleshooting, attention to detail and willingness to follow procedures and checklists.Confidential – for internal and recruitment useJunior IT Administrator / Technician · Role ProfileGood customer-service and communication skills; patient with non-technical users. ▪ Physically able to lift and install equipment and to work in server rooms and cabinets.Eager to learn, with a clear interest in progressing into system and network administration. DesirableCompTIA A+ or ITF+, Microsoft MS-900 or MD-102, or a networking fundamentals certificate.Exposure to a service desk tool and ITIL basics. ▪ Experience with device imaging or deployment tools (Intune, Autopilot, WDS/MDT). ▪ Basic understanding of backups and virtualisation.