ICT Helpdesk Technician

• Serve as the primary contact for IT incidents and service requests
• Log, categorise, prioritise, and manage tickets
• Diagnose and resolve common account, software, hardware, and connectivity issues
• Keep customers informed with clear, timely updates throughout the ticket lifecycle
• Adapt communication to suit each customers technical knowledge
• Escalate complex issues to relevant technical teams or third-party suppliers
• Support major incidents and service outages by gathering impact information and communicating updates
• Maintain accurate records and identify recurring incidents to help improve services
• Assist with device lifecycle activities and follow information security protocols

Technologies:

• Active Directory
• Azure
• Hardware
• ICT
• Support
• ITIL
• ITSM
• Microsoft 365
• Security
• Windows
• Office 365
• Cloud, We are recruiting on behalf of South Gloucestershire Council for a temporary, full-time ICT Helpdesk Technician role in Yate, Bristol. You will provide technical support to approximately 3,000 internal users in a fast-paced public services environment, using systems including Halo ITSM, SCCM, Azure, Intune, and Active Directory. The role is scheduled for 37 hours per week, Monday to Friday, between 7:30 a.m. and 5:30 p.m., at £16.37 per hour, with an end date in January 2027. This opportunity offers scope to develop your ICT support skills while contributing to an essential public service. We are committed to an inclusive and accessible recruitment process and can support reasonable adjustments. Adecco acts as an employment business for this temporary position and is an equal opportunities employer.

• Relevant qualification, such as NVQ Level 3, or equivalent practical experience
• Proven customer service and technical support experience in a busy service environment
• Familiarity with ITIL-aligned service processes and Halo ITSM
• Proficiency with Windows devices, Microsoft 365, SCCM, Azure, Intune, Active Directory, and Microsoft Entra ID
• Strong problem-solving skills and a methodical approach to diagnosing issues
• Excellent written, verbal, and interpersonal communication skills
• Ability to manage competing priorities while maintaining professionalism and a customer-focused approach