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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk Technician - **Company:** Direct Medics - **Location:** Belfast, UK - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Applicant Tracking Systems, Business Software, Issue Tracking Systems, Proprietary Software, Software Deployment, Software Engineering, Windows Desktop, CompTIA Strata - PC Hardware Technology Engineer, Office365, Microsoft InTune, Deployment Automation - **Published:** June 29, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=ff7e31c329deb24f ## About the Role 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. ## Description 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. ## Related Videos - [Blazor Unleashed: The Future of .NET Web Development](https://www.wearedevelopers.com/videos/1564-blazor-unleashed-the-future-of-net-web-development) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [WinForms Meets WPF: The Hybrid Path to Modern Desktop Applications](https://www.wearedevelopers.com/videos/2040-winforms-meets-wpf-the-hybrid-path-to-modern-desktop-applications) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)