Helpdesk Technician

South Gloucestershire Council - Office based 5 days a week - is looking for an ICT Helpdesk Technician to join a busy service desk team supporting education customers. This is a customer-facing, first-line support role, providing assistance via phone, remote tools and occasional site visits, following defined support processes in a fast-moving ICT environment.

What you’ll be doing

• Providing service desk support to education customers
• Delivering 1st line support via telephone, remote access and site visits
• Logging, updating and progressing tickets accurately using service desk software
• Prioritising workload to manage peak demand and meet service expectations
• Supporting users with Windows OS and Microsoft 365 issues
• Helping set up and maintain relevant technical equipment

What we’re looking for

• Experience working on a busy service desk/helpdesk
• Strong ability to prioritise and manage a queue during high-volume periods
• Confident using remote support tools
• Solid knowledge of Windows OS and M365 products
• Great communication skills and a calm, helpful approach with users
• Team player who contributes to smooth service delivery
• Comfortable setting up, adjusting and using technical equipment as needed

Desirable

• Experience using ConnectWise Manage (or similar ticketing systems)