•Diagnose and resolve system and network-related issues in accordance with company policies and procedures. •Configure, maintain and audit security and compliance policies in Microsoft Intune for Windows/macOS and mobile devices to successfully deliver stakeholder requirements. •Oversee and maintain server configurations for on-premises, hybrid, and cloud servers, ensuring seamless configuration and user changes synchronisation. •Manage user accounts in the active directory, overseeing security groups and password policies. •Deliver excellent customer service for all support queries and tickets, consistently meeting SLA requirements. •Create and maintain a comprehensive knowledge base, documenting technical/security issues and their troubleshooting procedures.

•Effectively manage and lead a team, setting performance expectations and conducting regular evaluations. •Monitor incidents and requests to ensure efficient service delivery and quality of service. •Provide technical guidance and support to Service Desk Specialists to resolve complex issues. •Identify training needs and provide regular training for team members to promote a culture of continuous learning. •Create and update technical documentation and knowledge resources for the Service Desk team. •Laise technical matters between clients and vendors to encourage effective working relationships. •Analyse and refer recurring issues to the Problem Management team, preventing future incidents. •Create and implement changes in compliance with company policies and procedures. •Coordinate responses during major incidents or outages. •Generate and present data analysis, reporting, and quality assurance reports to management and customers.