Service Desk Technician

Service Desk Technician

Remote, India

Permanent

INTO's mission: Transforming international student academic and career success through exceptional university partnerships.

We are looking for a Service Desk Technician to join our growing Global IT Support team. As part of TechHub, you will help resolve 1st Line IT support issues in a fast-paced environment. You'll gain experience working with a wide range of systems, applications, and processes while delivering excellent technical support and customer service to staff based in Brighton and across the globe.

As part of the wider IT Operations function, TechHub is responsible for providing 1st line support across desktop, server, network, and mobile technologies.

Responsibilities:

• Provide 1st line technical support to INTO staff globally through the INTO Service Desk
• Act as the first point of contact for hardware, software, licensing, and other IT-related issues
• Provide 1st line troubleshooting support for network environments across company offices
• Log support tickets, provide timely updates to users, and escalate issues when appropriate
• Ensure all tickets are responded to and resolved within agreed SLA targets
• Deliver clear, professional, and customer-focused communication to staff and stakeholders
• Provide hardware and software support for desktop and laptop devices running Windows and macOS
• Remotely perform operating system installations, software updates, and end-user support activities
• Provide remote support for mobile devices and telephony solutions
• Manage account creation, modification, and termination across INTO systems for new starters, leavers, and internal movers
• Assist with onboarding, induction, and training of new and existing staff
• Support IT projects and initiatives as directed by the IT Support Services Manager or Team Lead
• Contribute to the continuous improvement of IT systems, processes, and support services across INTO globally
• Travel to and work from other INTO locations on occasion when required

Requirements:

• IT qualification is desirable
• Excellent customer service skills with a passion for helping users
• Strong IT awareness and the ability to troubleshoot hardware and software issues
• Basic experience with Microsoft Active Directory, Azure/Entra ID, and cloud account management, including user provisioning, access management, and troubleshooting, is desirable
• Previous experience in a Service Desk or IT Support environment is desirable
• Strong communication skills with the ability to explain technical issues clearly to non-technical users
• Ability to manage multiple priorities in a fast-paced support environment
• A proactive approach to problem-solving and continuous improvement

Working Hours:

This role is permanently aligned to US business hours and requires regular evening and night shift working to support North American operations. Flexibility to work outside of these hours may occasionally be required to ensure business continuity and successful project delivery.

Other information

We Grow Together

At INTO, we're in the business of growth. From school to university. From home to somewhere new. From dreams to career plans to long-awaited first days. And we believe growth isn't just for students – it's for our people too.

At INTO, growth means opportunities to feed your curiosity, to develop your skills and your career. It means staying true to our start-up soul, boldly saying yes and constructively saying no. It means building deeper relationships. And it means playing your part in our wonderfully diverse international community. Our dedication to growth – for students, our university partners and agents, for each other, and for ourselves – sets us apart. It's what makes INTO a uniquely rewarding place to be, and to make a difference.

At INTO, we grow together.

We are an Equal Opportunities Employer. We do not discriminate against our job applicants or employees on any grounds. We select the best person for the job and all recruitment decisions will be made objectively.

If you require any adjustments to be made to help you throughout the recruitment process, please let us know - either in the application form, or when you are connected the relevant Talent Acquisition Partner.

INTO University Partnerships is committed to the welfare of our students receiving education at our Centres. This reflects the emphasis at INTO of supporting the well-being of our student and employee community. As part of our commitment to this, applicants are asked to note that relevant local pre-employment checks will be conducted.