Senior Helpdesk Technician in Potters Bar

SCOPE OF ROLE

As a Senior Helpdesk Engineer you will be a key part of the IT team, responsible for managing and supporting IT helpdesk operations across the business. This role will ensure the delivery of high-quality technical assistance to internal users, acting as the lead escalation point for complex issues and continually improving helpdesk processes. You will work collaboratively with colleagues to deliver efficient, customer-focused support that aligns with business needs.

HOW YOU'LL SUCCEED

• Technical Support
  • Act as the primary point of contact for escalated technical issues, providing advanced troubleshooting and resolution.
  • Collaborate with IT team members to address and resolve complex technical problems.
  • Support hardware, software, network and systems issues to ensure reliable IT operations.
• Incident Management
  • Oversee the incident management lifecycle, ensuring incidents are logged, categorised, prioritised, and resolved to agreed service levels.
  • Conduct post-incident reviews to identify root causes and preventative solutions.
• Process Improvement
  • Implement and document best practices to improve helpdesk efficiency and user satisfaction.
  • Continuously review and refine helpdesk processes in line with organisational goals and service standards.
• User Training & Knowledge Management
  • Lead training sessions to help end-users understand and utilise IT systems effectively.
  • Create clear, user-friendly documentation and knowledge base articles to support self-service and reduce recurring issues.

GENERAL DUTIES

• Provide mentoring and guidance to helpdesk team members.
• Monitor ticket queues to ensure timely progression and resolution of support requests.
• Support service reporting and performance metrics to drive continuous improvement.
• Promote IT best practice across the business.
• Engage with stakeholders to understand needs and align IT support accordingly.
• Ensure compliance with IT policies, standards, and security guidelines.

SKILLS, EXPERIENCE & QUALIFICATIONS

• Proven experience in a senior IT support or helpdesk role.
• Strong technical proficiency across desktop, network, and systems support.
• Excellent problem-solving and analytical skills.
• Strong communication skills with a customer-centric mindset.
• Familiarity with incident management systems and ITIL practices is desirable.
• Relevant IT qualifications (e.g. CompTIA, Microsoft, Cisco) beneficial.

PERSONAL ATTRIBUTES

• Confident and professional approach to technical support.
• Proactive and self-motivated with strong ownership of issues.
• Able to prioritise and adapt in a fast-paced environment.
• Excellent team player with a collaborative mindset.
• Committed to continuous learning and improvement.

WHAT WE OFFER YOU

We truly value your work, time and skills. In return, we will offer you a competitive salary and benefits package, including:

• A supportive and inclusive working environment.
• Opportunities for professional growth and development.
• Training and certification support.
• 28 days of holiday (with bank holidays on top).
• Pension scheme, exclusive discounts, Bupa cashback scheme, hybrid working.

Equal Opportunity Statement

JSM Group Services Ltd. is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people's differences, and to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual's abilities, skills, performance and behaviour and our business requirements. JSM Group operates a zero-tolerance policy to any form of discrimination, abuse or harassment.