IT Helpdesk Technician

The Helpdesk Technician is the first point of contact for all IT support queries across the group, delivering responsive, professional first-line support to users at all levels from within the central IT Shared Services function. The role owns the end-user device lifecycle, building and provisioning devices through Windows Autopilot and Intune, managing the day-to-day administration of Microsoft 365 licensing, and supporting the third-party and line-of-business applications staff rely on. The Technician is a visible, trusted presence ensuring technology is a reliable, well-managed enabler for every group entity., * Act as the primary point of contact for all inbound IT support requests via telephone, email and the ticketing system, providing prompt and professional first-line assistance to users across all group entities.

• Log, categorise, prioritise and update all support tickets accurately within the ITSM platform, maintaining clear records of actions taken and resolution steps.
• Resolve first-line hardware and software issues including desktop, laptop, peripheral and mobile device faults.
• Provision and enroll devices using Windows Autopilot and Microsoft Intune, delivering zero-touch build, policy and profile assignment, and application deployment for new starters across the group.
• Administer Microsoft 365 licensing on a day-to-day basis: assign and reclaim licences, reconcile assignments against active users, and flag under or over-provisioning to the Helpdesk Supervisor.
• Provide first-line support for the group’s third-party and line-of-business applications (for example ATS, CRM, finance and telephony systems), troubleshooting common faults and raising vendor support cases where required.
• Manage the group’s hardware asset register, maintaining accurate records of all devices, locations, assigned users, warranty status and lifecycle stage.
• Support onboarding and offboarding of staff across all group entities, ensuring accounts, devices, licences and access are set up or revoked in a timely and compliant manner.
• Carry out routine endpoint maintenance including update and patch compliance, application updates and device health checks via Intune.
• Provide on-site support, attending sites as required to resolve issues that cannot be addressed remotely.
• Escalate matters beyond first-line scope, including network, infrastructure, Active Directory / Entra ID administration, security monitoring and second-line faults, to the Helpdesk Supervisor in a structured manner with full diagnostic information.
• Contribute to the knowledge base by documenting common fixes, build steps and FAQs to support self-service and team efficiency.

Assist with IT project delivery tasks as directed by the Helpdesk Supervisor and IT Manager.

Do you have a valid Driving License license?, Do you have experience in Windows?, Experience

Minimum 2 years in an IT support, helpdesk or technical role.

Experience working in a groupwide shared service helpdesk.

Hardware

Practical experience with Windows desktop/laptop hardware, including fault diagnosis, component replacement and configuration.

Software

Confident troubleshooting of Windows 10/11, Microsoft 365 applications and common business software.

Endpoint Management

Working knowledge of Windows Autopilot and Microsoft Intune for zero-touch device provisioning, enrolment and policy/profile management; hands-on experience desirable.

Licensing

Familiarity with Microsoft 365 licence administration, including assigning, reclaiming and reconciling licences against active users.

Third-Party Software

Experience supporting and troubleshooting third-party and line-of-business applications (e.g. ATS, CRM, finance, telephony), including liaison with software vendors to resolve issues.

Ticketing

Experience using a helpdesk or ITSM ticketing system to log and track support requests.

Asset Management

Familiarity with IT asset registers and hardware lifecycle processes.

Mobility

Full UK driving licence plus access to a car is essential; willingness to travel to sites as required.

Organisation

Strong organisational skills; able to manage multiple tickets and priorities simultaneously., CompTIA A+ or equivalent desirable; Microsoft Fundamentals (MS-900, MD-100) advantageous; MD-102 Endpoint Administrator advantageous.

Attitude

Enthusiastic, approachable and customer-focused, with a willingness to learn and develop.

Development

Clear ambition to develop skills over time, with supported pathways towards the Helpdesk Supervisor role.

Pulled from the full job description

• Annual leave
• Employee discount
• Sick pay
• Employee assistance programme
• Company pension
• Private medical insurance