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- Tasks: Provide 2nd line tech support and troubleshoot issues for users across various devices.
- Company: Join a collaborative team at Head Resourcing, focused on delivering top-notch IT support.
- Benefits: Enjoy a competitive salary, hands-on experience, and opportunities for professional growth.
- Why this job: Be part of a dynamic team, enhance your tech skills, and make a real impact on user experience.
- Qualifications: Strong customer service skills, experience with Windows 11, Microsoft 365, and troubleshooting abilities required.
- Other info: Roles based in Scotland or mid/South England; driving license essential for client site visits.
The predicted salary is between 22400 - 27200 £ per year.
Job Title: IT Helpdesk Technician (x2 roles)
Contract Type: Fixed Term for 6 months
Location: Either based in Scotland central belt or mid/South of England
Salary: £28 – £34k
Role Summary
Head 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 Purpose
You 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 months
Location: Either based in Scotland central belt or mid/South of England
Salary: £28 – £34k
Role Summary
Head 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 Purpose
You 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.
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IT helpdesk technician employer: Head Resourcing Ltd
Contact Detail:
Head Resourcing Ltd 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 your customer service skills by preparing examples of how you've successfully resolved technical issues for users in the past. This will demonstrate your ability to maintain high customer service standards, which is crucial for this role.
✨Tip Number 3
Since the role involves travelling to client sites, ensure you have a valid driving licence and be ready to discuss your flexibility regarding travel. This can set you apart from other candidates who may not be as adaptable.
✨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, showcasing your methodical approach to resolving IT issues.
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 and skills that match the job description. Focus on your troubleshooting abilities, customer service experience, and familiarity with Windows 11 and Microsoft 365 applications.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support and your problem-solving skills. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to the team.
Highlight Relevant Certifications: If you have any certifications related to IT support, such as ITIL or Microsoft certifications, be sure to include them in your application. This will demonstrate your commitment to professional development and enhance your candidacy.
Showcase Communication Skills: Since strong communication is key for this role, provide examples in your application of how you've effectively communicated with team members and clients, both in person and remotely. This could be through previous job experiences or projects.
How to prepare for a job interview at Head Resourcing Ltd
✨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 provided exceptional support and how you handled difficult situations.
✨Familiarity with Relevant Technologies
Make sure to brush up on your knowledge of Windows 11, Microsoft 365, and Apple iOS devices. Be ready to discuss your experience with these technologies and any relevant tools like Active Directory or ticketing systems.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, ongoing projects, and the company's approach to IT support. This shows your interest in the role and helps you assess if it's the right fit for you.
