IT Helpdesk Support

We are seeking an ICT Support Technician to serve as the initial contact for all ICT support, Membership Portals, and related queries within our organisation. This role involves providing comprehensive technical support both remotely and in-person, ensuring efficient operation and resolving issues promptly.

Day-to-day of the role:

• Provide hands-on, remote, and verbal ICT support for all hardware and software issues within the office and offsite.
• Support members through hands-on and remote assistance with Membership Portals.
• Configure new ICT equipment according to current requirements as directed.
• Deliver ad-hoc training on ICT tools and systems as needed.
• Log calls, assets, and other relevant information onto the ICT helpdesk system, ensuring detailed and accurate entries.
• Escalate complex issues to Regional or National Systems Coordinators as necessary.
• Report and follow up on user exceptions and escalated calls under the guidance of the ICT Service Manager.
• Participate in regular technology training sessions to increase proficiency in frontline fixes.
• Continuously seek to improve procedures and processes related to ICT support.
• Collaborate with departmental colleagues to meet specific deadlines and targets.
• Undertake additional tasks as directed by the ICT Service Manager and Director of IT.

• Maintain confidentiality and adhere to data protection standards., To apply for the ICT Support Technician position, please submit your CV detailing your relevant experience. Not what you are looking for?

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• Proven experience in providing IT support services to end users.
• Strong knowledge of Microsoft client products, especially Microsoft Office.
• Excellent communication skills, capable of handling difficult clients and explaining technical issues in non-technical terms.
• Ability to take ownership of problems and drive them to resolution.
• Keen interest in computing technology and ongoing professional development.
• Familiarity with Union systems is preferable.
• Excellent time management and prioritisation skills.
• Team player with a proactive attitude in supporting end users and colleagues.
• Methodical approach to work, able to follow procedures and address lapses effectively.
• Ability to travel and work away from home as needed.
• Motivated self-starter, able to operate with minimal supervision.
• Microsoft vendor certifications are advantageous but not required.