IT Helpdesk Support Technician

As a Level 1 IT Helpdesk Support Technician, you will provide frontline technical assistance to end users, helping to resolve day-to-day IT issues and ensuring a smooth and positive user experience., First-Line Technical Support

• Provide first-line IT support via phone, email, chat, and ticketing systems
• Diagnose and resolve basic hardware, software, and network issues
• Assist with password resets, account access and user profile issues
• Set up and configure user devices including laptops, desktops, printers and mobile devices

Incident Management

• Log incidents and service requests accurately within the helpdesk system
• Prioritise and manage tickets in line with service-level targets
• Escalate complex or unresolved issues to Level 2/3 support teams

Software & Hardware Support

• Install, configure and update approved software
• Support Microsoft 365 applications including Outlook, Teams, Word and Excel
• Support common operating systems such as Windows and macOS
• Troubleshoot printers, peripherals and general office equipment

Customer Service

• Deliver friendly, clear and patient support to users of varying technical ability
• Provide timely updates on ticket progress
• Maintain a professional, solution-focused approach at all times

Administration & Documentation

• Maintain accurate troubleshooting notes and documentation
• Assist with new starter onboarding including system access and equipment setup
• Contribute to the ongoing development of IT knowledge base materials

This is an excellent opportunity for someone with strong customer service skills and a genuine interest in IT support to develop their technical knowledge within a structured helpdesk environment.

You will act as the first point of contact for IT-related queries, providing high-quality, user-focused support and ensuring issues are resolved efficiently or escalated appropriately.

Given the nature of this role, you will need to have previous experience OR Industry related qualifications., Essential

• Strong customer service and communication skills
• Basic understanding of hardware, operating systems and networking fundamentals
• Experience using Microsoft 365 and common business applications
• Methodical approach to troubleshooting with the ability to learn quickly
• Good organisational skills and attention to detail

Desirable

• Previous experience in an IT helpdesk or technical support role
• Knowledge of Active Directory, Exchange and ticketing systems
• Basic understanding of ITIL principles, * GCSEs / A-Levels or equivalent
• IT-related certifications desirable (CompTIA A+, ITF+, Microsoft Certified Fundamentals)