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- Tasks: Provide first-line IT support, troubleshoot issues, and assist users with tech problems.
- Company: Join Appello, a dynamic company focused on expanding its IT services.
- Benefits: Enjoy hybrid work, generous holiday, discounts, and a supportive employee assistance programme.
- Why this job: Be part of a growing team, enhance your tech skills, and make a real impact.
- Qualifications: Previous IT support experience or strong technical skills; GCSEs in relevant subjects preferred.
- Other info: Exciting career growth opportunities await in a company committed to equal opportunities.
IT HELPDESK TECHNICIAN
️Hours: 35 hours per week
Shift pattern: Monday – Friday 09:00-17:00 plus on-call rota 1 week in 5
Salary: £26,610 per annum (£14.62ph) plus on-call bonus pay (£250 per week)
Location: Hybrid – New Milton/Norwich
This role is a UK-based role and any hybrid work must also be within the UK.
Start Date: August 2025
For this role, you need 5mpbs upload and 15mpbs download internet speed
Appello Perks
161 hours holiday rising to 175 hours with length of service (PRO RATA) plus bank holidays.
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends\’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Free on-site parking
Smart Tech Benefit
Cycle to work scheme
ABOUT YOU
You\’re a practical, tech-savvy problem solver with a passion for helping others. You\’re at your best when responding to support requests, diagnosing IT issues, and keeping end users connected and productive. Whether you\’re assisting in person or remotely, your goal is always to provide fast, effective, and friendly service.
You\’re organised, calm under pressure, and enjoy working both independently and as part of a dynamic team. You\’re also not afraid to get hands-on with hardware, systems, and devices.
KEY ROLE REQUIREMENTS
To succeed in this role, you\’ll need:
Previous experience in an IT support/helpdesk role or strong hands-on technical skills
Solid understanding of Microsoft Windows, Office 365, Exchange, and Active Directory
Excellent problem-solving and diagnostic abilities
Strong communication and customer service skills
GCSEs A-C (or equivalent) in English, Maths, IT and Science
Ability to manage multiple tasks and prioritise effectively
Confidence supporting mobile devices (iOS & Android)
A proactive and flexible attitude with strong attention to detail
Self-motivated, team-oriented, and keen to learn and grow
IT or professional qualifications (e.g., Windows, NVQ, BTEC, City & Guilds) are desirable – but not essential if you\’ve got the experience and enthusiasm.
THE ROLE
You\’ll play a key part in Appello\’s IT team, providing first-line helpdesk support across a wide range of IT systems. You\’ll respond to service requests via ticketing system, walk-in, or remote access, always aiming to resolve issues quickly and professionally.
Your responsibilities will range from troubleshooting desktop problems and setting up user accounts to supporting mobile devices, updating the IT asset register, and helping field and office-based staff stay connected. You\’ll also assist with Telecare equipment configuration and support queries.
️ YOUR KEY RESPONSIBILITIES WILL INCLUDE:
Creating, disabling, and adjusting user accounts and permissions
Administering Active Directory, Exchange, and internal systems
Providing desktop support for office and remote employees
Managing mobile devices and liaising with telecom providers
Monitoring IT helpdesk tickets and responding promptly
Logging and managing Telecare support cases
Assisting with equipment setup, configuration, and repair
Supporting end-user training, documentation, and device rollouts
Contributing to ad hoc IT projects and continuous service improvement
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions about yourself
OTHER INFORMATION
This is an exciting time at the Appello group – we are a company on the move and now is a perfect time to join our team. You\’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on .
IT Helpdesk Technician employer: Appello
Contact Detail:
Appello Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Technician
✨Tip Number 1
Familiarise yourself with the specific IT systems mentioned in the job description, such as Microsoft Windows, Office 365, and Active Directory. Having hands-on experience or knowledge of these platforms will give you a significant edge during the interview.
✨Tip Number 2
Brush up on your problem-solving skills by practising common IT support scenarios. Being able to demonstrate your troubleshooting process can impress the hiring team and show that you're ready to tackle real-world issues.
✨Tip Number 3
Prepare to discuss your previous experiences in IT support roles. Think of specific examples where you successfully resolved issues or improved processes, as this will highlight your practical skills and customer service abilities.
✨Tip Number 4
Show your enthusiasm for learning and growing within the role. Mention any relevant courses or certifications you’re considering, as well as your willingness to adapt to new technologies, which aligns with the company's focus on continuous improvement.
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 or helpdesk roles. Emphasise your technical skills, particularly with Microsoft Windows, Office 365, and Active Directory, as these are crucial for the role.
Craft a Strong Cover Letter: Write a cover letter that showcases your problem-solving abilities and customer service skills. Mention specific examples of how you've successfully resolved IT issues in the past to demonstrate your practical experience.
Highlight Relevant Qualifications: If you have any IT qualifications, such as NVQ or City & Guilds, be sure to include them. Even if they are not essential, they can strengthen your application and show your commitment to the field.
Prepare for Questions: Think about potential interview questions related to troubleshooting and customer service scenarios. Be ready to discuss how you would handle specific IT problems and provide examples from your previous experience.
How to prepare for a job interview at Appello
✨Showcase Your Technical Skills
Be prepared to discuss your previous experience in IT support or helpdesk roles. Highlight specific technical skills, especially with Microsoft Windows, Office 365, and Active Directory, as these are crucial for the role.
✨Demonstrate Problem-Solving Abilities
Expect to be asked about how you would handle various IT issues. Prepare examples of past problems you've solved, focusing on your diagnostic abilities and how you provided effective solutions.
✨Emphasise Communication Skills
Since this role involves a lot of customer interaction, practice explaining technical concepts in simple terms. Show that you can communicate clearly and effectively, both in person and remotely.
✨Prepare for Scenario-Based Questions
Think about potential scenarios you might face in the role, such as managing multiple support tickets or assisting users with mobile devices. Be ready to explain your approach and prioritisation strategies.
