IT Desktop Support Technician

Key Responsibilities

• Provide first and second-line IT support to end users across IMI locations, both onsite and remotely.


• Act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution and excellent user experience.


• Support and maintain desktop and laptop environments, Windows operating systems, Microsoft 365 applications, and mobile devices.


• Administer user accounts and access rights through Active Directory, Microsoft 365, Azure AD, and related systems.


• Diagnose and resolve hardware, software, network, and connectivity issues.


• Install, configure, and deploy new hardware, software, and workplace technology solutions.


• Support local infrastructure including printers, scanners, LAN and wireless networks.


• Manage joiners, movers, and leavers processes, ensuring secure and compliant access management.


• Escalate complex issues to appropriate teams and collaborate with global IT colleagues and third-party providers.


• Maintain accurate documentation, knowledge articles, and asset records.


• Monitor system performance, backups, and critical IT services in accordance with company procedures.


• Participate in local and global IT projects, including hardware refreshes, software deployments, and workplace improvements.


• Promote IT security best practices and support the implementation of IMI security standards and policies.


• Identify opportunities to improve processes, enhance user experience, and drive operational efficiency.

Qualifications & Experience

• 2-4 years of experience in IT Support, Desktop Support, Service Desk, or a similar role.


• Strong knowledge of Microsoft technologies including Windows 10/11, Microsoft 365, Active Directory, Azure AD, and Intune.


• Experience supporting end users in a corporate environment, both remotely and onsite.


• Understanding of networking fundamentals, including TCP/IP, LAN, Wi-Fi, VPN, and related connectivity troubleshooting.


• Experience working with ticketing systems such as ServiceNow or similar ITSM platforms.


• Familiarity with device deployment, hardware troubleshooting, and endpoint management.


• Knowledge of IT security principles, access management, and endpoint protection solutions.


• Strong analytical and problem-solving skills with a customer-focused approach.


• Excellent communication and stakeholder management skills.


• Ability to work independently while contributing effectively within a collaborative team environment.


• Fluent English is required; additional European languages would be an advantage.


• Microsoft certifications and/or ITIL Foundation certification are desirable.

What Success Looks Like at IMI

• Delivers a high-quality support experience for employees and stakeholders.


• Demonstrates a proactive, continuous improvement mindset.


• Builds effective relationships across local sites and the wider global IT organisation.


• Takes ownership of issues through to resolution.


• Embraces IMI's values of innovation, collaboration, integrity, and performance excellence.

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