IT Helpdesk Technician in Bury St Edmunds

About the job Metro Supply Chain is a strategic supply chain solutions partner to some of the world’s fastest growing and most reputable organisations. For 50 years, it has excelled at tailoring integrated, data-driven solutions, fuelled by advanced systems and technology, that fulfil complex and challenging distribution needs. Managing 19 million square feet operating out of more than 175 sites across North America and Europe with a team of 9,000, it is one of Canada’s largest privately owned supply chain solutions companies.

JOB SUMMARY Metro Supply Chain UK are looking for a driven problem solver to join our IT team as a Helpdesk Technician. We are looking for someone with one year’s experience in a helpdesk environment. The person in this role will provide direct support to our business users and will be responsible for prioritising, answering, or re-assigning tickets from our internal and external users, and customers. They will work on end user hardware, such as desktops, laptops and printers, as well as on our business applications.

RESPONSIBILITIES

• Ticket Management & Triage
  • Act as the first point of contact for all IT support tickets.
  • Assess, prioritise, and assign tickets appropriately based on impact and urgency.
  • Provide timely updates to users and ensure all issues are logged accurately.
  • Monitor open tickets and chase higher-level assignees to maintain SLA compliance.
  • Escalate unresolved issues to senior technicians or specialist teams when necessary.
• Network Administration Tasks
  • Create, modify, and disable user accounts across core business systems.
  • Set up user permissions, group memberships, and access rights.
  • Manage users across M365 services to ensure user productivity is achieved.
  • Install and configure printers, network devices, and basic peripherals.
  • Support with system updates, configuration changes, and documentation updates.
• Hardware Tasks
  • Perform initial laptop and desktop builds using standard images and configuration procedures.
  • Configure user devices with required applications and security tools.
  • Assist with workstation setup including monitors, docking stations, telephony, and other equipment.
  • Diagnose and resolve routine hardware issues including laptops, desktops, printers, and scanners.
  • Carry out printer troubleshooting, error resolution, and connectivity checks.
  • Coordinate with suppliers for repairs or hardware replacements when required.
  • Maintain hardware inventory records and ensure equipment is tracked and updated.
• Application Support
  • Provide first-level support for business applications, including the Warehouse Management System (WMS).
  • Troubleshoot routine WMS issues (e.g., login problems, scanning issues, basic workflow errors).
  • Escalate complex application problems to the relevant application support or development teams.
• Service Desk
  • Proactively monitor service desk metrics and contribute to continuous improvement.
  • Identify recurring issues and suggest improvements in processes or documentation.
  • Draft and publish knowledge base articles to proactively help users with common issues.

WHAT WE ARE LOOKING FOR

The person in this role needs to be comfortable solving most basic IT problems – if they were shown a broken laptop, they would be able to work through a process to find out what the problem is, and then work to fix it without assistance. With that in mind, experience in a helpdesk environment is essential. While fixing computers in someone’s spare time is a great way to gain experience, we are looking for people who have solved IT problems within a business environment, supporting a range of colleagues.

CORE COMPETENCIES

• A strong ability to communicate in written and verbal forms simply.
• Strong interpersonal skills, with the ability to simplify concepts to ease interaction between technical and non-technical employees.
• General knowledge of Windows Operating System management and features.
• General knowledge of core networking concepts, such as IP Address format, DNS name resolution, DHCP registration.
• Familiarity with basic Windows network diagnostic tools such as ipconfig, ping, nslookup, etc.
• Good knowledge of physical computer attributes and what their purpose is, e.g. Network ports, CPU / RAM / DISK, WIFI, etc.

Why Join Us

• Work in an environment where safety is our first priority
• The opportunity to build a career with a growing company
• Company sponsored social events
• Community volunteering
• Death in Service
• Medical Cover
• BUPA Cashplan

Equal Opportunity Statement

We are an equal opportunity employer committed to building and fostering a diverse workplace where people feel included and valued. We encourage applications from all qualified individuals. Should you require accommodation for a special ability or need during the recruitment process, please reach out to a member of our Human Resources Team.