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IT Helpdesk Support Representative

£24,000 - £28,000
City of London
LH17214
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IT Helpdesk Support Engineer, Tier 1

£24,000 - £28,000 DOE

Hemel Hempstead

Would you like to work for an award-winning group of technology companies who have a strong foothold in the educational space?  With over 150 professionals and a turnover of £90m, they partner with the world's leading technology manufacturers and have the accreditations, certifications and awards to demonstrate our expertise and ability!

You will be entitled to 21 days holiday – increasing with service and half days holiday on your birthday, group pension, health cash plan, life insurance, monthly gym membership contribution, free will writing service, free breakfast, study and training support and onsite parking.

As a result of rapid growth plans a fantastic opportunity has arisen for a Helpdesk Support Representative to join our incredible Technical Services team. This is the ideal role if you are looking to join a successful and growing organisation, that can offer you long term career development within a well-established and growing technical team. Although advantageous, you do not need to be an experienced technical engineer for this role – but you should have a keen interest in Tech as well as a strong desire to support Customers by offering exceptional service at all times.

**Please be advised our client is currently based in Enfield, moving to their new premises in Hemel Hempstead early 2022, therefore if successful, please be aware that you may start within your new role in Enfield.

More about what to expect for the IT Helpdesk Support Engineer, Tier 1:

A fantastic opportunity has arisen for a full time, permanent role, offering an immediate start for a dedicated Helpdesk Support Engineer who enjoys working within a busy and fast paced environment. This role has been created to support the rapid expansion of the company and would suit a highly competent individual with strong and effective communication skills. As a member of the team, the emphasis will be on assisting the technical engineers with the day to day administration of our helpdesk by supporting customers via phone, email or the helpdesk system (i.e. ‘tickets’). Responding to and resolving initial queries from business Customers across multiple operating systems, including an introduction to:

  • Working with the team to ensure smooth operation of customer environments, such as Windows Servers, Microsoft 365 tenants, Endpoint Security or Client Devices.
  • Desktop troubleshooting.
  • Apple device management methods and integration with other platforms.
  • Ensuring Customer Documentation is kept up to date. This includes utilising Autotask (the helpdesk) to track and resolve support requests.
  • Working with the team to identify and implement changes to the Customer Environments to address common issues.
  • Assisting with project delivery and roll out of equipment to new and existing Customers. 

The IT Helpdesk Support Engineer, Tier 1 will hold some experience/knowledge of:

  • Experience using CRM data is advantageous.
  • Computer Literate with a keen interest in technology. The ability to demonstrate on-going interest to learn and understand new areas in the I.T industry.
  • Working knowledge of Microsoft 365 and its associated services – ie, Exchange Online, Teams, SharePoint, OneDrive for Business is highly advantageous but not mandatory as you will be trained in this.
  • Basic understanding of Windows Server and Desktop Operating Systems, as well as Mac/iOS/ChromeOS/Android Management would be highly advantageous but is not mandatory as you will be trained in this.
  • Ability to think critically and troubleshoot issues to support customers and/or escalate as needed.
  • Excellent all-round communication skills especially in questioning and listening.
  • Manage customer expectations and timely report back requested information.

Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this role and if you haven’t heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies.

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