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For Companies At a Glance
- Tasks: Provide 2nd line tech support and troubleshoot issues for users.
- Company: Join a collaborative team at Head Resourcing, focused on IT support excellence.
- Benefits: Competitive salary, opportunity for travel, and a supportive work environment.
- Why this job: Gain hands-on experience in IT while enhancing your problem-solving skills.
- Qualifications: Experience with Windows 11, Microsoft 365, and strong customer service skills required.
- Other info: Driving license needed for client site visits; remote work options available.
The predicted salary is between 22400 - 27200 £ per year.
Job Description
Job Title: IT Helpdesk Technician (x2 roles)Contract Type: Fixed Term for 6 monthsLocation: Either based in Scotland central belt or mid/South of EnglandSalary: £28 – £34kRole SummaryHead Resourcing is currently recruiting for an experienced IT Helpdesk Technician to join a small, collaborative team of Service Desk Engineers. This is an exciting opportunity to provide 2nd line technology support to end users across a wide range of software applications and hardware devices. The role is critical to maintaining high customer service standards and ensuring timely and effective issue resolution. A lot of the role will involve travelling to client sites, so a driving license is also essential.Role PurposeYou will take ownership of IT support services within a designated office location, ensuring that all technology performs reliably and that end users receive efficient and professional support. The role requires strong troubleshooting ability, attention to detail, and a continuous improvement mindset.In addition to daily operational support, you will contribute to the ongoing development of Service Desk processes and assist in identifying areas for service enhancement.Key Responsibilities
- Act as a key contact for local IT support, working closely with office managers to ensure all technology provisions meet user needs.
- Respond to technical queries and support tickets from staff members, either on-site or via remote access tools.
- Conduct incident logging, tracking, and documentation of issue resolution.
- Troubleshoot and resolve hardware, software, and connectivity issues across a variety of devices and platforms.
- Support AV equipment, monitor conditions of comms rooms, and ensure general tidiness and functionality of office IT infrastructure.
- Assist in new employee onboarding, ensuring devices are configured and ready for use.
- Escalate unresolved incidents to 3rd line support as required, maintaining clear and timely communication throughout.
Knowledge, Skills, and Abilities
- Strong customer service focus with excellent communication skills, both in person and remotely.
- Proven team player with a collaborative working style.
- Solid problem-solving abilities and a methodical approach to troubleshooting.
- Experience supporting Windows 11 and Microsoft 365 applications.
- Familiarity with Apple iOS devices (iPhones, iPads) and associated mobile technologies.
- Good working knowledge of Active Directory (including Azure AD, Endpoint Manager / Intune).
- Comfortable with infrastructure support for both on-premise and cloud-based environments.
- Understanding of Citrix / Parallels RAS virtual desktop environments.
- Exposure to ITIL practices and familiarity with ticketing systems such as Freshservice or Freshdesk is advantageous.
Job Title: IT Helpdesk Technician (x2 roles)Contract Type: Fixed Term for 6 monthsLocation: Either based in Scotland central belt or mid/South of EnglandSalary: £28 – £34kRole SummaryHead Resourcing is currently recruiting for an experienced IT Helpdesk Technician to join a small, collaborative team of Service Desk Engineers. This is an exciting opportunity to provide 2nd line technology support to end users across a wide range of software applications and hardware devices. The role is critical to maintaining high customer service standards and ensuring timely and effective issue resolution. A lot of the role will involve travelling to client sites, so a driving license is also essential.Role PurposeYou will take ownership of IT support services within a designated office location, ensuring that all technology performs reliably and that end users receive efficient and professional support. The role requires strong troubleshooting ability, attention to detail, and a continuous improvement mindset.In addition to daily operational support, you will contribute to the ongoing development of Service Desk processes and assist in identifying areas for service enhancement.Key Responsibilities
- Act as a key contact for local IT support, working closely with office managers to ensure all technology provisions meet user needs.
- Respond to technical queries and support tickets from staff members, either on-site or via remote access tools.
- Conduct incident logging, tracking, and documentation of issue resolution.
- Troubleshoot and resolve hardware, software, and connectivity issues across a variety of devices and platforms.
- Support AV equipment, monitor conditions of comms rooms, and ensure general tidiness and functionality of office IT infrastructure.
- Assist in new employee onboarding, ensuring devices are configured and ready for use.
- Escalate unresolved incidents to 3rd line support as required, maintaining clear and timely communication throughout.
Knowledge, Skills, and Abilities
- Strong customer service focus with excellent communication skills, both in person and remotely.
- Proven team player with a collaborative working style.
- Solid problem-solving abilities and a methodical approach to troubleshooting.
- Experience supporting Windows 11 and Microsoft 365 applications.
- Familiarity with Apple iOS devices (iPhones, iPads) and associated mobile technologies.
- Good working knowledge of Active Directory (including Azure AD, Endpoint Manager / Intune).
- Comfortable with infrastructure support for both on-premise and cloud-based environments.
- Understanding of Citrix / Parallels RAS virtual desktop environments.
- Exposure to ITIL practices and familiarity with ticketing systems such as Freshservice or Freshdesk is advantageous.
IT helpdesk technician employer: Head Resourcing
Contact Detail:
Head Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT helpdesk technician
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows 11, Microsoft 365, and Active Directory. Being able to discuss your experience with these tools during an interview will show that you're well-prepared and knowledgeable.
✨Tip Number 2
Highlight any previous experience you have in a customer service role, especially in IT support. Be ready to share examples of how you've successfully resolved issues for users, as this will demonstrate your strong customer service focus.
✨Tip Number 3
Since the role involves travelling to client sites, ensure you mention your driving licence and any relevant travel experience. This will reassure the hiring team that you can meet the job's logistical requirements.
✨Tip Number 4
Prepare to discuss your approach to troubleshooting and problem-solving. Consider using the STAR method (Situation, Task, Action, Result) to structure your responses, as this will help you convey your thought process clearly during the interview.
We think you need these skills to ace IT helpdesk technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with Windows 11 and Microsoft 365 applications. Include any specific examples of troubleshooting and customer service that demonstrate your skills.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your problem-solving abilities and collaborative working style, and provide examples of how you've successfully supported end users in the past.
Highlight Relevant Skills: Emphasise your familiarity with Apple iOS devices, Active Directory, and ticketing systems like Freshservice or Freshdesk. These are key skills mentioned in the job description that will make you stand out.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for an IT Helpdesk Technician.
How to prepare for a job interview at Head Resourcing
✨Showcase Your Troubleshooting Skills
Be prepared to discuss specific examples of how you've resolved technical issues in the past. Highlight your methodical approach and problem-solving abilities, as these are crucial for the role.
✨Demonstrate Customer Service Focus
Since this role involves a lot of interaction with end users, emphasise your strong customer service skills. Share experiences where you successfully communicated with users to resolve their issues efficiently.
✨Familiarity with Relevant Technologies
Make sure to brush up on your knowledge of Windows 11, Microsoft 365, and Apple iOS devices. Being able to discuss your experience with these technologies will show that you're well-prepared for the role.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, ongoing projects, or the tools they use. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
