Want to know if this job is worth applying to?
Durham, North Carolina, United States
Onsite
Act as the first point of contact for all IT support requests via phone, email, self‑service, and face‑to‑face.
Log, categorise, prioritise, and maintain all Incidents, Service Requests, and Procurement tickets accurately.
Resolve support queries at first contact wherever possible.
Escalate tickets to the correct teams when needed, providing clear and complete handover information.
Work collaboratively within a shift‑based team to ensure full coverage of business hours.
Provide first‑line support for our ERP and core business applications, including Sales, Purchase, Stock, and Reporting.
Triage application issues to determine whether they can be resolved immediately or need further investigation.
Investigate and deep‑dive into more complex problems before escalation, helping to reduce unnecessary handoffs.
Identify recurring issues and highlight opportunities for process improvement.
Work with the wider Application Support and Development teams to help resolve complex incidents.
Exceptional communication skills — clear, professional, and empathetic across all channels
A natural problem-solver who takes ownership and drives issues to resolution
Technically literate with a genuine curiosity about how systems and applications work
Comfortable working with Microsoft Office applications and familiar with common IT tools and environments
Experience making decisions and prioritising issues based on the information available
Able to follow and apply processes consistently under pressure
Strong team player who can collaborate effectively and communicate handovers clearly
Demonstrates initiative and a genuine desire to learn and develop
Experience in a service desk, help desk, or IT support environment
Awareness of ERP or business application systems (e.g. sales, stock, purchasing workflows)
Familiarity with ITIL principles or incident/change management processes
Experience with Jira Service Desk or similar ticketing platforms
Relevant IT qualifications (e.g. CompTIA, Microsoft, ITIL Foundation)
