IT Helpdesk Technician

Looking to kickstart your career in IT? We’ve got a great opportunity for someone with a passion for tech and drive to learn, to join our supportive and forward-thinking team! We are looking for a proactive and customer-focused 1st Line IT Helpdesk Technician to join our growing IT team. In this key support role, you will be responsible for delivering first-class technical assistance to staff across our regional offices. The ideal candidate will be enthusiastic, technically capable, and eager to develop their skills in a fast-paced and collaborative IT environment.

At Kendall Kingscott, technology plays a vital role in helping us deliver high-quality design and consultancy services across the built environment. Our IT team ensures that every part of the business stays connected, secure, and supported – and this role is a key part of that. As a 1st Line Helpdesk Technician, you’ll be the go-to person for staff across our offices, making sure their tech runs smoothly. We’re a people-first business with a collaborative culture and a strong track record of investing in our employees. Whether you’re starting your career or looking to build on existing experience, we’ll support you with hands-on training, professional development, and the opportunity to work alongside a knowledgeable and approachable IT team.

Your role in the team:

• Serve as the first point of contact for IT support, providing timely assistance to end users.
• Deliver high-quality customer service via phone, email, and the IT ticketing system.
• Collaborate closely with 2nd and 3rd line support teams for issue escalation and resolution.
• Contribute to IT onboarding processes, including staff inductions and basic training.

Individual duties:

• Provide responsive 1st line support for hardware, software, and network-related issues.
• Reset user passwords, unlock accounts, and manage user access permissions.
• Log, track, and update support tickets accurately and communicate ticket progress to users.
• Install, configure, and decommission desktops, laptops, peripherals, and mobile devices.
• Maintain the IT asset register, including hardware inventory and software licensing.
• Assist in the creation and maintenance of internal IT documentation and knowledge base content.
• Support the secure recycling and disposal of outdated IT equipment.
• Carry out additional admin tasks to support the wider IT support function.

Skills And Requirements:

• Previous experience in a technical IT support or helpdesk role.
• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Proven ability to manage and prioritise workload effectively and independently.
• High level of professionalism and discretion, especially when handling sensitive information.
• Committed to continuous learning and professional development, including relevant certifications.

Knowledge of:

• Microsoft Windows desktop environments (Windows 10/11).
• IT service desk operations and customer service best practices. (Desirable)
• Apple Mac, iOS, and mobile device support. (Desirable)
• Microsoft 365 and cloud-based admin portals. (Desirable)
• Mobile Device Management tools such as Jamf or Intune. (Desirable)
• Software packaging and deployment for Windows or Mac. (Desirable)
• Networking basics (DNS, DHCP, VPN). (Desirable)
• Cyber Security principles and frameworks, including Cyber Essentials.