- Service desk & case handling
- Receive, qualify, prioritise and resolve cases; document findings and actions in the ticketing system and maintain accurate time entries.
- Work to agreed SLAs in an interrupt-driven environment; escalate with complete diagnostics (logs, repro steps, impact).
- Follow ITIL-oriented processes for classification, prioritisation, escalation and documentation.
- Maintain professional, service-oriented communication with users and customer contacts, including proactive status updates.
- Workplace & identity operations
- Endpoint management: device enrolment, policy and compliance, update and hardware fault handling, remote reset, Cloud PC provisioning.
- Identity and access administration: users, groups, roles, access policies and permissions within agreed approval paths.
- Microsoft 365 administration: Exchange Online and shared mailboxes, SharePoint and OneDrive permissions, Teams.
- Execute joiner, leaver and change requests end to end, including audit-relevant evidence.
- Security hygiene & licence administration
- Patch and vulnerability management cycles, e-mail quarantine review and alert triage against documented runbooks; escalate anomalies.
- Licence and subscription administration: assignments, entitlement checks, renewals and vendor support cases.
- AI-enabled working & documentation
- Use Microsoft 365 Copilot and approved AI tooling in daily case handling, drafting and troubleshooting, within the applicable AI usage and data protection rules.
- Identify repetitive tasks suitable for automation or AI assistance and propose them.
- Produce and maintain knowledge base articles and runbooks for recurring tasks, including AI-assisted drafting with own review before publication.
- Support users and colleagues in adopting AI tooling for everyday workplace tasks.
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