IT Support Specialist

About the role

IT Support Specialists provide technical assistance to end users for hardware, software, accounts, workplace technologies and related IT services. They diagnose and resolve incidents and service requests, maintain and troubleshoot end-user systems, and escalate unresolved or high-impact issues to the appropriate technical teams or external service providers. The role covers the full user and device lifecycle, from onboarding to offboarding.

Key responsibilities

• Manage IT onboarding and offboarding, including device preparation, account setup, access changes, equipment recovery and initial user guidance.
• Configure, deploy and maintain end-user devices such as laptops, desktops, tablets, mobile phones, printers and scanners, excluding laboratory-specific systems.
• Install, configure and update approved software and equipment in line with company standards, and provision and maintain user accounts and access rights.
• Repair, replace equipment and coordinate warranty or vendor servicing, and keep accurate asset, configuration and support records.
• Provide remote and on-site support for hardware, software, operating systems, accounts, connectivity, applications and workplace technologies.
• Diagnose and resolve incidents, manage tickets through categorisation, prioritisation, assignment, follow-up, documentation and closure, and escalate complex issues.
• Create and maintain support procedures, work instructions and knowledge-base articles, and give users guidance on workplace technologies and secure IT practices.
• Collaborate with other IT teams, vendors and service providers, identify recurring issues and recommend service improvements.
• Support meeting-room technology and collaboration tools, and assist with major incidents and planned changes, including user communications and post-implementation support.
• Follow change-management, information-security, data-protection and regulated-environment procedures, and contribute to service reporting.

Required profile

• Technical education in Information Technology, Computer Science or a related field, or equivalent relevant professional experience.
• Relevant experience in IT support, service desk, desktop support or a comparable end-user technology role.
• Practical experience supporting Windows devices, Microsoft 365 applications, user accounts, mobile devices, peripherals and workplace technologies.
• Experience using an IT service-management or ticketing system.
• Good written and verbal communication skills in English.
• Desirable: familiarity with ITIL or similar IT service-management practices, experience with Microsoft Intune, Entra ID, endpoint management, remote-support tools and asset-management systems, and experience supporting users in a regulated environment.