IT Support Technician

Role Summary

An IT Support Technician is needed for a long-term consulting assignment with an established retail organisation. As part of the client’s service desk team, you will serve as one of the first points of contact for IT users requiring assistance.

The role focuses primarily on first-line support via telephone, complemented by on-site walk-in support. You will support users across office, retail store and warehouse operations, where hardware and software setups may vary.

Key Responsibilities

• Provide first-line IT support to the organisation’s users by telephone and through on-site walk-in support.
• Receive, register, assess and manage incoming IT support requests and incidents.
• Troubleshoot hardware and software-related issues in office, store and warehouse environments.
• Perform catch-and-dispatch activities, ensuring cases are routed to the appropriate support function when required.
• Contribute operationally to the daily work of the service desk.
• Identify opportunities to improve service desk ways of working, documentation, routines and processes.
• Use prior support experience to help strengthen and develop the service desk function.

Technical Stack & Requirements

• Experience providing first-line service desk support.
• Practical troubleshooting of end-user hardware and software issues.
• Ability to manage support cases and escalate or dispatch incidents to relevant technical teams.
• Comfort working with varied end-user IT environments across office, retail and warehouse operations.

Qualifications & Experience

The ideal candidate has previous experience in a service desk or IT support role and is comfortable handling incoming user requests in a fast-paced operational environment. You should be able to independently troubleshoot common end-user issues, prioritise support cases and ensure that unresolved matters are handed over to the correct function. Experience contributing to support documentation, routines and process improvements is advantageous.

Work Logistics & Location

This is a long-term consulting assignment for a retail-sector client. The role includes telephone-based support as well as physical walk-in support on site. No specific city, remote-work arrangement or assignment duration has been provided.