IT Helpdesk

Job Title: IT Helpdesk

Salary: £18k-£20k

Location: Brighton

Our client is looking to recruit a competent IT Helpdesk to be responsible for offering support and technical assistance, primarily to internal customers within the business. Helping to troubleshoot a range of issues across software, hardware, or other computer systems.

This role is a great opportunity for someone looking to take their first steps into the IT world. You will need to demonstrate a willingness to learn and develop. Previous IT experience, qualifications or Internships would be desirable.

A good technical knowledge and the ability to communicate issues in both technical and non-technical terms is essential, as well as a customer-oriented attitude and the willingness to learn new technical skills and business knowledge.

Responsibilities

• Provide 2nd line helpdesk support to customers within the business via email, phone and in person.
• Troubleshoot and diagnose problems across software, hardware, or other computer systems.
• Learn and understand bespoke software used by the business and support customers' technical issues with them.
• Follow up with customers to ensure full resolution of issues.
• Install or change software to keep our infrastructure up to date and to fix issues.
• Install and configure computer systems for new customers in the business.
• Escalate unresolved issues to senior technicians or 3rd line support when necessary.
• Monitor and report on service performance.
• Record events and problems and their resolutions in logs.
• Document and publish self-help documents for customers to troubleshoot issues independently.
• Identify and suggest possible improvements to existing procedures.
• Have the drive to self-improve both independently and with the assistance of the business
• Work closely with the rest of the IT team to provide helpdesk support in a timely manner.
• Support senior technicians in resolved high priority cases.
• Assist in generating reports on the performance of helpdesk and analyse the common complaints and issues that are raised.
• Contribute ideas to and participate in existing and future IT projects.
• Attend regular stand-ups and team meetings to keep informed of team objectives and progress.

Requirements

• Strong computer skills with the ability to diagnose and troubleshoot technical issues.
• Familiarity with Windows desktop and server operating systems.
• Basic knowledge of Mac and Linux operating systems.
• A logical thinker.
• Patience and analytical skills to learn and support bespoke software.
• Passion for technology and enthusiasm to improve efficiency of systems.
• Great interpersonal and customer care skills.
• Ability to communicate effectively in both technical and non-technical language.
• Ability to stay calm and productive in a fast-paced work environment.
• Proficiency in spoken and written English.

For more information please contact Stacey Croucher at Clearline Recruitment.