Senior IT Support Officer

Senior IT Support Officer

Location: Brent Civic Centre, Wembley
Contract: 6 month contract with likely extension
Hours: 37 hours per week (Monday-Friday)
Pay Rate: £22.41 PAYE / £29.51 LTD per hour

About the Role:
The Senior IT Support Officer is responsible for maintaining and supporting a complex, multi-site ICT environment, ensuring high availability of infrastructure, systems, and end-user services.
The role combines hands-on technical support, service desk leadership, and project delivery, with accountability for resolving incidents, improving service performance, and contributing to the continuous development of the shared IT service.

Key Responsibilities:

• Own, triage, and resolve IT service desk incidents in line with SLAs
• Provide on-site technical support across multiple locations
• Escalate complex issues appropriately and ensure resolution ownership
• Maintain high-quality communication with users throughout incident lifecycle
• Support and maintain infrastructure across one core specialism (datacentre, applications, client, or network)
• Contribute to implementation of infrastructure changes and upgrades
• Assist in diagnosing recurring issues and driving root cause resolution
• Participate in technical projects, delivering assigned tasks to time and standard
• (PO2) Lead small-scale technical projects, including requirements gathering and stakeholder engagement

Essential skills and experience:

• Strong working knowledge of ITIL principles and service management
• Proven expertise in at least one of the following areas:
  
  • Infrastructure / Datacentre
  • Applications / Systems
  • End User / Client
  • Networks / Voice
• Broad understanding of enterprise IT environments across servers, networks, and end-user systems
• Experience supporting a complex, multi-user IT environment
• Proven track record of resolving technical issues within SLA-driven environments
• Experience contributing to infrastructure or system improvement initiatives
• Strong problem-solving and diagnostic ability
• Ability to prioritise effectively in a high-demand environment
• Clear communication with both technical and non-technical stakeholders
• Ability to work independently and as part of a multi-disciplinary team
• Experience working with third-party suppliers

Apply Now Service Care Solutions is proud to assist in this recruitment campaign. If you meet the above criteria and would like to be considered, please apply now or reach out directly to discuss the role in more detail.
 
Harry Greenhalgh
Recruitment Lead – Defence
Service Care Solutions
harry.greenhalgh@servicecare.org.uk
01772 208962