ICT Helpdesk Technician

Our client, a forward-thinking organisation in the public services sector, is seeking an enthusiastic ICT Helpdesk Technician to provide exceptional technical support to approximately 3,000 internal users. This role is pivotal in ensuring seamless service delivery, making it an ideal opportunity for those who thrive in a fast-paced environment., As the first point of contact for IT incidents, service requests, and technical queries, the ICT Helpdesk Technician will play a key role in restoring service quickly and minimising disruption. This position is perfect for individuals who possess strong problem-solving skills and a commitment to delivering outstanding customer service., * Serve as the primary contact for IT incidents and service requests.

• Log, categorise, prioritise, and manage tickets with precision.
• Diagnose and resolve common technical issues related to accounts, software, hardware, and connectivity.
• Keep customers informed with clear and timely updates throughout the ticket lifecycle.
• Adapt communication styles to match the customer’s technical knowledge.
• Escalate complex issues to the relevant technical teams or third-party suppliers.
• Support major incidents and service outages by gathering impact information and communicating updates.
• Maintain accurate records across relevant systems and identify recurring incidents to improve services.
• Assist with device lifecycle activities and follow information security protocols.

Tools and Systems Used:

• Halo ITSM for managing incidents and service requests.
• Microsoft Configuration Manager (SCCM) for device management.
• Microsoft Azure and Intune for cloud-hosted services and device support.
• Active Directory for user account management.

1. Relevant qualification (e.g., NVQ Level 3) or equivalent practical experience.
2. Proven experience in customer service and technical support in a busy service environment.
3. Familiarity with ITIL-aligned service processes and a solid understanding of Halo ITSM.
4. Proficient in Windows devices, Microsoft 365, SCCM, Azure, Intune, Active Directory, and Microsoft Entra ID.
5. Strong problem-solving abilities and a methodical approach to issue diagnosis.
6. Excellent written, verbal, and interpersonal communication skills.
7. Ability to manage competing priorities while maintaining professionalism and a customer-focused approach.

Why This Role? This position offers a unique opportunity to enhance your technical skills while contributing to a vital public service. The organisation values innovation, teamwork, and a commitment to excellence, making it an exciting place to develop a career in ICT support.

If you are ready to take on a rewarding challenge and make a difference in the lives of others through technology, this role may be just for you!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.