IT Helpdesk First Line in Wilmslow - CV-Library

Do you want to expand your IT career within a join an new and exciting company.

Are you an experienced IT Helpdesk First Line Support? Do you have the skills to play an important role in providing technical assistance and support to end-users within our organization? Do you have experience to be the initial point of contact for all IT-related inquiries and issues, ranging from hardware and software problems to network and connectivity issues. Your primary objective will be to resolve technical problems promptly and efficiently while delivering exceptional customer service.

What can you expect in the role of First line IT Helpdesk

First Point of Contact, Serve as the initial point of contact for all IT-related inquiries and technical support requests from end-users via various channels such as phone calls, emails, and ticketing systems
Technical Troubleshooting, Diagnose and resolve hardware, software, network, and connectivity issues reported by end-users in a timely and efficient manner. This includes troubleshooting desktops, laptops, printers, mobile devices, and other IT peripherals
Issue Escalation, escalate unresolved technical issues to the appropriate IT support teams (Second Line Support, System Administrators, etc.) while ensuring proper documentation of troubleshooting steps and actions taken
User Account Management, assist with user account administration tasks, including creating, modifying, and disabling user accounts, resetting passwords, and granting access permissions based on established security protocols
Software Installation and Configuration Install, configure, and update software applications on end-user devices according to organizational guidelines and software licensing agreements
Hardware Maintenance, perform routine maintenance tasks on IT hardware, such as desktops, laptops, and printers, including hardware upgrades, replacements, and preventive maintenance activities.
Documentation and Knowledge Sharing, maintain accurate records of IT support requests, incidents, and resolutions in the ticketing system. Document troubleshooting procedures, FAQs, and knowledge base articles to facilitate efficient problem resolution and knowledge sharing among the IT support team and end-user
Training and User Education, provide basic training and guidance to end-users on the use of IT systems, software applications, and best practices for IT security and data protection
Compliance and Security, adhere to organizational policies, procedures, and security standards to ensure the confidentiality, integrity, and availability of IT systems and data. Assist in enforcing compliance with IT Procurement, IT security policies and regulations
Asset Management keep record of distributed IT, IT related equipment and keep HR in copy
Support of Global office network providing support as described above to other staff outside of the UK office remotely when necessary
What experience do you need to work as a First line IT Helpdesk

Degree level education or completion of relevant apprenticeship and/or industry-standard certifications similar to CompTIA A+ will be considered. Proven experience in providing technical support in a helpdesk or service desk environment
Strong knowledge of Microsoft Windows and Office 365 Suite, as well as common business applications and productivity tools
Familiarity with ITIL (Information Technology Infrastructure Library) framework and best practices for IT service management
You will be required to assist with ad-hoc tasks if and when required. The nature of these events is such that it may be necessary to amend or add to your responsibilities as we get closer to major events and you will be required to perform any task that is allocated to you, specific to the projects at hand
Excellent communication skills with the ability to explain technical concepts to non-technical users effectively
Strong problem-solving and troubleshooting skills with a customer focused approach
Ability to work independently and collaboratively in a fast-paced environment
IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent (desired)
Knowledge of remote desktop support tools and remote assistance techniques.

What do you get in return as a First Line Help Desk support

Working hours are 09.00 - 18.00 (Monday-Friday) however alternative hours can be agreed subject to line manager approval.
Competitive salary 25K-30K
25 Days Holidays + Bank Holidays
12 month fixed term contract
Life insurance
Pension contribution
On site parking
1 day a week working from home

If this sounds like a role you will LOVE, please send your CV to us today!

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