IT Helpdesk

Salary: £? - ? per year

Requirements

• Associate or Bachelors degree in Information Technology, Computer Science, or a related field is preferred.
• Proven experience in an IT Helpdesk Support Specialist role or a similar IT support position.
• Strong knowledge of computer hardware, operating systems, software applications, and networking concepts.
• Proficiency in troubleshooting technical issues and providing remote support.
• Familiarity with IT service management and ticketing systems.
• Excellent customer service skills with a patient and professional demeanor.
• Strong problem‑solving and analytical abilities.
• Effective written and verbal communication skills.
• Ability to work independently and as part of a team.
• IT certifications such as CompTIA A+ or Microsoft Certified Professional are a plus.

Responsibilities

• Receive and respond to IT‑related inquiries from end‑users through phone, email, and ticketing systems.
• Troubleshoot and resolve hardware and software issues for computer systems, printers, mobile devices, and other peripherals.
• Provide technical assistance for software applications and recommend solutions to resolve problems.
• Log and track support incidents and service requests using the IT ticketing system.
• Prioritise and manage multiple support requests to ensure timely and effective resolution.
• Escalate complex issues to appropriate IT support teams when necessary.
• Create and manage user accounts, passwords, and access permissions based on company policies and security protocols.
• Assist with onboarding and offboarding processes for employees, ensuring proper access to IT resources.
• Install, configure, and update software applications on desktops and laptops.
• Perform system updates, patches, and software upgrades as required.
• Troubleshoot network connectivity issues, including wired and wireless connections.
• Assist with VPN setup and connectivity for remote users.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions in the IT knowledge base.
• Create and update user guides and documentation to help users with common IT tasks.
• Monitor and manage IT hardware inventory, ensuring adequate stock levels for replacement and repairs.
• Coordinate with vendors for hardware repairs and warranty services.
• Enforce IT security policies and protocols to protect sensitive data and information.
• Assist in implementing and maintaining cybersecurity measures.

Technologies

• Hardware
• Support
• Mobile
• Network
• Security
• VPN

We are seeking an IT Helpdesk Support Specialist to be the first point of contact for IT‑related inquiries and to provide technical assistance and problem resolution for our end‑users. In this role, we support our organization by diagnosing and resolving software and hardware issues, configuring computer systems, maintaining documentation, managing inventory, and helping enforce IT security and compliance standards. We value strong customer service, teamwork, and a proactive approach to keeping our IT environment running smoothly.