IT Service Desk Specialist

BBI exists to help our customers create advances that improve health and save lives. We are seeking an IT Service Desk Specialist to join our team. This is a permanent, full-time position based at our site in Crumlin.

The IT Service Desk Specialist serves as the primary point of contact for all technology needs across the organisation. This role is responsible for rapid triage, resolving Tier 1 infrastructure and internal application requests, and managing the lifecycle of support tickets. Acting as a customer-focused problem solver, this role leverages internal knowledge bases for first-contact resolution and actively manages support escalations with third-party software vendors to ensure minimal disruption to business operations.

Responsibilities

• Act as the single point of contact across all company locations, providing comprehensive 1st line support for both IT infrastructure and internal business applications.
• Deliver exceptional customer service by managing the ticket lifecycle within our RMM tool, ensuring adherence to established SLAs.
• Empower end-users by providing plain-language troubleshooting, basic 'how-to' guidance, and in-situ training for core company applications.
• Maintain high customer satisfaction scores by championing proactive communication, ensuring users are consistently updated on ticket progress, next steps, and expected resolution times.
• Manage Identity and Access Management requests via Active Directory, handling user onboarding/offboarding, password resets, and strictly enforcing Role-Based Access Control (RBAC).
• Provision, configure, and deploy endpoints (laptops, desktops, mobile) to company standards, ensuring a seamless Day-1 experience for new hires.
• Troubleshoot and resolve client-side issues within the Microsoft Windows environment, Microsoft 365 suite, and standard network peripherals (printers, meeting room tech).

Qualifications

• Proven background in a customer-facing IT Support or Service Desk environment.
• Relevant industry certifications (e.g., Microsoft 365 Certified: Endpoint Administrator, CompTIA A+/Network+, or MS-900 Fundamentals) are highly advantageous.
• Hands-on experience deploying and troubleshooting desktop equipment (laptops, mobile devices, phones, printers, and basic networking).
• Proven experience supporting Windows OS, the Microsoft 365 suite, Sage X3, and managing various cloud-based SaaS applications.
• Practical experience administering user accounts, permissions, and security groups within Active Directory and Entra ID.
• Experience logging, managing, and prioritising workload via a formal ticketing system.
• Familiarity with drafting technical runbooks, Knowledge Base (KB) articles, or step-by-step user guides.
• Experience performing routine software upgrades, patch management, and basic remote access troubleshooting.

Equal Opportunities

BBI are an equal opportunity employer and believe in fair treatment for all candidates. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.

We ask that all applicants complete an equal opportunity monitoring form on a voluntary basis, with all submissions remaining anonymous. The information on the form will be used for monitoring purposes only and will not be used in any decision affecting you.

Please note that we reserve the right to close this advertisement at any time upon securing a suitable candidate.