IT Helpdesk Technician

The IT Technician plays a pivotal role in ensuring the smooth operation of the company’s IT systems by managing the helpdesk and providing first-line support to internal users. This role involves diagnosing and resolving technical issues, installing and configuring hardware and software, and maintaining documentation for troubleshooting procedures and best practices. The ideal candidate would have 2-4 years’ experience as a competent IT Helpdesk Technician., Helpdesk Management:

· Efficiently manage the helpdesk ticketing system to address user requests and technical issues in a timely manner.

· Prioritise and escalate tickets as necessary to meet service level agreements (SLAs) and minimise downtime.

· Monitor helpdesk performance metrics and provide regular reports to management for continuous improvement.

First-line Support:

· Serve as the initial point of contact for all IT-related queries and technical assistance for 2-4 years.

· Troubleshoot hardware, software, and network problems and provide timely resolutions or escalate issues to the appropriate teams.

· Assist users with system access, password resets, and account management tasks.

Hardware and Software Management:

· Install, configure, and maintain desktops, laptops, printers, and other IT peripherals.

· Perform software installations, updates, and patches as required to ensure system security and stability.

· Maintain an accurate inventory of IT assets and ensure compliance with licensing agreements.

Documentation and Training:

· Document troubleshooting procedures, solutions, and best practices to facilitate knowledge sharing and future reference.

· Provide training and guidance to users on IT tools, systems, and processes to enhance their technical proficiency and productivity.

Continuous Improvement:

· Identify opportunities for process improvements and efficiency gains within the IT support function.

· Stay current with emerging technologies and industry trends to enhance the quality of IT support services and user experience.

· Proficient in troubleshooting hardware, software, and network issues with 2-4 years’ experience.

· Strong knowledge of Windows and macOS operating systems.

· Familiarity with Microsoft Office 365 and productivity applications.

· Knowledge and working experience of SQL, SAP/HANA, and data bases would be an advantage.

. Basic understanding of networking concepts and protocols.

Customer Service:

· Exceptional customer service skills with a focus on providing prompt and effective solutions to user queries and technical issues.

· Ability to communicate technical information clearly and effectively to non-technical users.

· Patience and empathy when dealing with users experiencing IT problems.

Problem-Solving:

· Excellent problem-solving skills to diagnose and resolve IT-related issues efficiently.

· Ability to analyse complex problems and implement effective solutions under pressure.

· Creative thinking and resourcefulness in finding solutions to technical challenges.

Organization and Prioritization:

· Strong organisational skills to manage multiple helpdesk tickets and prioritise tasks based on urgency and impact on business operations.

· Ability to maintain accurate records and documentation of troubleshooting procedures and solutions.

Teamwork and Collaboration:

· Ability to work effectively as part of a team, collaborating with colleagues to resolve complex technical issues.

· Willingness to share knowledge and expertise with team members to improve overall support capabilities.

Adaptability and Learning Agility:

· Ability to adapt to changing technologies and environments, staying updated with emerging trends and best practices in IT support.

· Eagerness to learn new skills and technologies to enhance job performance and contribute to personal and professional growth.

Attention to Detail:

· Meticulous attention to detail in diagnosing and documenting technical issues and solutions.

· Thoroughness in following troubleshooting procedures to ensure comprehensive problem resolution.

Time Management:

· Strong time management skills to prioritise tasks effectively and meet deadlines in a fast-paced helpdesk environment.

· Ability to work efficiently under pressure while maintaining a high level of accuracy and quality in deliverables.

Communication Skills:

· Excellent verbal and written communication skills to interact with users and colleagues professionally and effectively.

· Ability to articulate technical concepts in a clear and concise manner for diverse audiences.

Initiative and Ownership:

· Proactive attitude towards problem-solving, taking ownership of issues and driving them to resolution.

· Ability to work independently with minimal supervision, demonstrating initiative and self-motivation in resolving IT issues and improving support processes.

Pulled from the full job description

• Employee discount
• Free parking
• Company pension
• Casual dress
• Free flu jabs
• Company events
• On-site parking, * Casual dress
• Company events
• Company pension
• Employee discount
• Free flu jabs
• Free parking
• On-site parking

Work authorisation:

• United Kingdom (required)