The IT Helpdesk Assistant is responsible for providing first-line technical support to users across the organisation. The role will respond to IT queries, diagnose and resolve common hardware, software, access, connectivity, and account-related issues, and ensure that support requests are recorded, prioritised, and managed in accordance with agreed procedures and service standards.
The postholder will provide a professional, customer-focused support service through telephone, email, service desk systems, and face-to-face interaction where required. The role will assist with the setup, configuration, maintenance, and replacement of computers, peripherals, mobile devices, user accounts, and other IT equipment.
The role will work closely with colleagues, managers, internal departments, suppliers, and technical support teams to ensure that IT issues are resolved efficiently and that users receive clear guidance and effective support. The postholder will also contribute to IT asset management, documentation, cybersecurity awareness, and the continuous improvement of helpdesk processes.
Key Responsibilities
- Provide first-line technical support to users across the organisation.
- Respond to IT support requests received by telephone, email, service desk system, and other approved communication channels.
- Log, categorise, prioritise, update, and close support tickets in accordance with service desk procedures.
- Diagnose and resolve common hardware, software, operating system, printing, connectivity, and user access issues.
- Provide clear and user-friendly guidance to colleagues with different levels of technical experience.
- Escalate unresolved or complex incidents to the appropriate second-line support team, supplier, or technical specialist.
- Monitor outstanding tickets and provide users with regular updates on progress and expected resolution times.
- Assist with password resets, account access, user permissions, and other routine administration tasks in line with security procedures.
- Support the setup, configuration, relocation, and disposal of computers, laptops, monitors, printers, telephones, mobile devices, and other IT equipment.
- Assist with the installation and updating of approved software, applications, security tools, and operating systems.
- Maintain accurate records of IT assets, equipment allocations, warranties, repairs, and replacements.
- Support user onboarding, role changes, and leaver processes by preparing equipment and updating access arrangements.
- Identify recurring incidents and contribute to the development of knowledge articles, user guides, and frequently asked questions.
- Follow information security, data protection, acceptable use, backup, and business continuity procedures.
- Report suspected security incidents, data breaches, malware, phishing attempts, and unauthorised access in accordance with company procedures.
Essential:
- Previous experience in an IT helpdesk, service desk, technical support, or similar user support role.
- Good working knowledge of Microsoft Windows, Microsoft 365, email, internet browsers, and common office applications.
- Basic understanding of computer hardware, printers, networking, user accounts, and troubleshooting methods.
- Strong customer service and communication skills.
- Ability to explain technical information clearly to non-technical users.
- Good organisational skills and the ability to manage multiple support requests.
- Accurate record keeping and attention to detail.
- Ability to work independently and as part of a team.
- Professional, reliable, approachable, and willing to learn.
Desirable:
- IT-related qualification, such as CompTIA A+, Microsoft certification, or equivalent practical experience.
- Experience using a service desk or IT ticketing system.
- Understanding of ITIL principles and service management processes.
- Experience supporting mobile devices, remote users, Microsoft Teams, or cloud-based applications.
What We Offer
- Competitive salary.
- Supportive, team-focused working environment.
- Training and ongoing professional development opportunities.
- Opportunity to develop technical skills and progress within IT support.
- Access to relevant IT tools, systems, and equipment.
- Employee benefits package.
Work Location:
Pay: To be discussed at interview
Overall Accountability
The IT Helpdesk Assistant is accountable for providing responsive, professional, and effective first-line IT support, ensuring that user issues are recorded accurately, resolved efficiently, or escalated appropriately.
The role is expected to maintain high standards of customer service, protect the confidentiality and security of company information, keep accurate IT records, follow established processes, and contribute to the reliable operation and continuous improvement of IT services across the organisation.
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