Our client is an established organisation seeking an IT User Support Specialist to support its internal team. You will serve as the first point of contact for employees requiring technical assistance.

Working under general supervision within an inbound IT support desk, you will troubleshoot software issues over the phone, providing clear, step-by-step guidance. Common requests include password and login issues, application errors, email problems, and assistance with business applications and Microsoft Office. The ideal candidate will be able to explain technical solutions in a friendly, professional manner to users with varying levels of technical knowledge.

What you'll do

• Handle inbound support calls and accurately record all interactions in the ticketing system.
• Gather information from users and diagnose technical issues by analysing reported symptoms.
• Troubleshoot hardware and software problems, including password resets, error messages, email issues, and application support.
• Research solutions using available resources and knowledge bases.
• Follow up with users and conduct scheduled callbacks when required.
• Stay informed about system changes, updates, and new tools.
• Participate in a rotating after-hours on-call schedule, including weekends and public holidays as required.

• Working knowledge of Microsoft Office and common business applications.
• Excellent telephone manner and strong customer service skills.
• Clear and accurate verbal and written communication.
• A collaborative approach and ability to work effectively within a team.
• Availability for on-call support, including weekends and public holidays as required.

Strongly preferred

• Previous IT support experience within a professional services environment.
• Basic hardware installation, configuration, and troubleshooting skills.