In this role you provide first-line desktop support for Riskonnect colleagues, triaging tickets and delivering professional remote assistance. You will support laptops, software, and authentication tools like Microsoft 365 and Okta, while following secure, documented processes. You’ll image devices, resolve routine issues, and escalate complex cases to Tier 2. This role sits in Technical Operations and contributes to reliable, security-compliant IT support that keeps the business running.
Responsibilities
Triage and resolve first-line desktop issues across hardware, software, and services
Provide remote support via video and approved management tools
Install, configure, and support approved software and peripherals
Image and reimage Windows laptops per standards
Troubleshoot PC, OS, and connectivity problems; coordinate escalation as needed
Escalate high-impact or complex incidents to Tier 2 or specialized teams
Maintain accurate ticket notes, communication, and resolution details
Create and maintain knowledge articles and technical documentation
Adhere to security, asset-management, and support procedures
Key requirements
Strong troubleshooting skills with a methodical approach
Clear, professional communication with users of varying technical levels
Customer-focused with ownership and timely updates
High attention to detail in ticket notes and documentation
Ability to prioritise multiple tickets in a fast-paced environment
Willingness to learn new technologies and follow documented processes
Ability to work independently and collaborate across regions and teams
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