Helpdesk Technician

Hays Electrical is looking for a motivated and customer-focused Helpdesk Technician to join our IT team. In this role, you’ll be the first point of contact for our staff across the business, providing timely and effective technical support to keep our people productive. You’ll work closely with the entire IT Department to manage day-to-day helpdesk operations, resolve end-user issues, and contribute to ongoing IT projects., * Serve as the first point of contact for all IT support requests via phone, email, and ticketing system

• Log, track, prioritize, and manage all support requests through the helpdesk ticketing system - ensuring accurate records, timely updates, and clear resolution notes for every ticket
• Diagnose and resolve hardware, software, and connectivity issues for end users in a timely manner
• Manage multiple concurrent support requests, effectively balancing urgency and workload without compromising quality of service
• Deliver consistently professional and courteous support to all staff, including in challenging or high-pressure interactions - maintaining composure and a solutions-focused attitude at all times
• Set up, configure, and maintain workstations, laptops, mobile devices, and peripherals
• Manage user accounts, password resets, and access provisioning in Microsoft 365 and Entra ID
• Assist with onboarding and offboarding of staff including device setup and account configuration
• Escalate complex issues to senior IT team members where appropriate, with clear documentation
• Contribute to the creation and upkeep of IT knowledge base articles and SOPs
• Support the rollout and maintenance of IT equipment and software across the business
• Assist with basic network troubleshooting including connectivity, printers, and shared drives

Do you have experience in iOS?, * This role is well-suited to candidates early in their IT career - up to 2 years of experience in a helpdesk or IT support role, or equivalent demonstrated technical ability, is preferred

• Solid understanding of Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
• Experience with Windows 10/11 desktop support and troubleshooting
• Familiarity with Microsoft Entra ID (Azure AD) for user and device management
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs)
• Demonstrated experience using a helpdesk ticketing system (e.g., Atera, ConnectWise, ServiceNow, or similar) as a core part of daily workflow
• Proven ability to manage and prioritize multiple concurrent requests in a fast-paced environment
• Exceptional interpersonal and communication skills, with a track record of maintaining professionalism and empathy when dealing with frustrated or difficult users
• Strong communication skills with the ability to explain technical issues to non-technical users
• A methodical, patient approach to troubleshooting and problem-solving

DESIRABLE (BUT NOT ESSENTIAL)

• Experience with Microsoft Intune or endpoint management tools
• Exposure to Microsoft Defender or similar security platforms
• Knowledge of SharePoint Online or Teams administration
• Familiarity with Apple iOS and mobile device management (MDM) tools
• Familiarity with industry software such as the Trimble Suite, Autodesk, or Atera - experience with these platforms is a bonus, though full training will be provided
• CompTIA A+, Microsoft certifications (MD-102, MS-900), or equivalent
• Experience in a trade, construction, or field services environment
• A genuine eagerness to learn across a broad and varied scope of IT - from end-user support through to systems, security, and beyond

• Competitive salary based on experience