The Opportunity:

Join our Global Service Desk as the first point of contact for colleagues across Rimes' global user base. You will resolve day-to-day IT issues, keep users informed and help maintain a reliable, responsive support experience while building broad technical expertise across modern workplace technologies.

Responsibilities:

• Act as the first point of contact for internal IT support through Jira Service Management, including the portal, tickets, chat and telephone.
• Triage, categorise and prioritise tickets accurately, maintain clear records and resolve or route requests within agreed service levels.
• Fulfil standard requests end to end using documented procedures, including password resets, MFA unlocks, access requests and user account updates.
• Provide first-line support for Windows, macOS, Microsoft 365, Teams, SharePoint, OneDrive, VPN, printing and audio/video conferencing.

Requirements:

• Bachelor's degree in information technology, Computer Science or a related discipline, or equivalent practical experience.
• Up to two years of experience in an IT support, service desk, desktop support or similar role.
• Hands-on experience troubleshooting Windows and macOS, with foundational knowledge of networks and remote desktop support tools.
• Basic knowledge of Microsoft 365 administration, including Exchange, Teams, SharePoint, Intune and Entra ID.
• Experience with Jira Service Management or an equivalent ticketing platform, with an understanding of queues, request types, SLAs and workflows.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users.
• A customer-focused, empathetic and disciplined approach, with attention to detail, accurate documentation and willingness to follow established procedures and shift requirements.

Desirable:

• Familiarity with Intune, SCCM, Microsoft Defender or other endpoint management and security tools.
• Exposure to Autopilot, Patch My PC, PDQ or similar device provisioning and application deployment tools.
• Experience using Confluence, maintaining knowledge bases or producing technical documentation.
• Awareness of AI-enabled support tools such as Copilot, AI-assisted triage, ticket summarisation and knowledge-base authoring.
• Use knowledge articles consistently, identify gaps and draft or update guidance for recurring issues while providing clear customer updates throughout the ticket lifecycle.

Work Life Balance: Flexible hybrid work environment, core hours 2pm – 11pm.