> Markdown version of [/jobs/ext/3330076-helpdesk-engineer](https://www.wearedevelopers.com/jobs/ext/3330076-helpdesk-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Engineer - **Company:** JSM Group - **Location:** Potters Bar, UK - **Contract:** Permanent contract - **Skills:** Information Technology Operations, Knowledge Management, Microsoft Software, Information Technology, Cisco - **Published:** September 28, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=59849a4a989081a9 ## About the Role You'll do well here if you recognise yourself in this: * You're hungry to grow and you take personal responsibility for your work and your development. * You're comfortable with complexity and you'd rather solve a hard technical problem than avoid it. * You work well across disciplines - you know good delivery depends on civil, power and digital teams pulling in the same direction. * You use sound judgment under pressure and you're straight with people about risk and programme. * You're professional and approachable with users, and you take ownership of the issues you pick up until they're resolved. * You can prioritise and adapt at pace in a fast-moving, ticket-driven environment, and you're a collaborative team player., * Some experience in an IT support or helpdesk role, or a strong foundation from relevant training/qualifications if you're newer to the field * Good technical understanding across desktop, network, and systems support * Strong problem-solving skills and close attention to detail * Good communication skills with a customer-centric mindset Desirable * Familiarity with incident management systems and awareness of ITIL practices, * Full UK driving licence and access to a vehicle, for travel between our Potters Bar and Barking offices Desirable * Relevant IT qualifications (e.g. CompTIA, Microsoft, Cisco) - beneficial but not essential If you meet most but not all of the above, we'd still like to hear from you. We'll look at what you've delivered and what you're capable of, not just the list. ## Description As a Helpdesk Engineer you will be a key part of the IT team, providing day-to-day technical support across the business. This role is ideal for someone building their career in IT support, working under the guidance of senior colleagues to deliver efficient, customer-focused support that aligns with business needs. Day to day, you will be involved in the following: Technical Support * Act as a first point of contact for technical issues, providing troubleshooting and resolution, escalating complex or unresolved issues to senior engineers when needed * Work alongside IT team members to address hardware, software, network and systems issues * Help ensure reliable day-to-day IT operations for end users Incident Management * Log, categorise and prioritise incidents accurately, progressing them through to resolution within agreed service levels * Contribute to post-incident reviews, helping identify root causes and suggesting improvements Process Improvement * Follow and help maintain best practices to improve helpdesk efficiency and user satisfaction * Suggest improvements to helpdesk processes based on day-to-day experience User Support & Knowledge Management * Support end-users in understanding and using IT systems effectively * Help create and maintain clear, user-friendly documentation and knowledge base articles to support self-service and reduce recurring issues General Duties * Monitor ticket queues to ensure timely progression and resolution of support requests * Support service reporting and performance metrics * Promote IT best practice across the business * Engage with stakeholders to understand their needs and provide appropriate support * Ensure compliance with IT policies, standards, and security guidelines This role is based across our Potters Bar and Barking offices on a hybrid basis. You'll need a UK driving licence and access to a vehicle to travel between the two sites when required.