IT Helpdesk
BA Talent
Glengormley, United Kingdom
1 month ago
Role details
Contract type
Temporary contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Compensation
£ 30KJob location
Glengormley, United Kingdom
Tech stack
Microsoft Windows
Issue Tracking Systems
Microsoft Office
Networking Basics
Data Logging
Information Technology
Job description
- Act as the first point of contact for incoming IT queries and issues
- Log incidents and service requests accurately into the service management system
- Carry out log and refer activity, routing tickets to the appropriate support teams
- Perform initial triage and refer tickets to the correct group for resolution
- Communicate clearly with users on next steps and expected timeframes
- Escalate priority incidents promptly in line with procedures
- Work with internal IT teams to support effective incident resolution
- Deliver a professional and efficient service while following defined processes and service levels
Requirements
- Previous experience in an IT Service Desk or customer support role, ideally phone-based
- Strong communication skills and confidence dealing with users at all levels
- Competent in logging and tracking issues in a ticketing system
- Able to follow processes accurately and work within a structured service environment
- Reliable, organised, and able to manage workload during defined shift hours
- Able to complete an Access NI Basic check prior to starting
- Experience using IT service management tools is desirable
- Knowledge of or passion for IT is desirable
- Awareness of corporate IT systems such as Windows, MS Office, and basic networking is desirable