IT Helpdesk Support

IT Helpdesk Support - Expert 

Location:  Canary Wharf, London

Working Pattern: Hybrid Working 

Duration: 10-month contract

Rate: £19.75 per hour

Hours: Shift rota (including occasional weekends)

The Role:

We are recruiting two IT Helpdesk Support - Expert professionals to support a large financial services environment.

This is a  helpdesk role, supporting internal users through incident tickets and service requests - accuracy, adherence to process, and strong customer service are critical. You will also liaise with third-party suppliers as part of established support arrangements.

Key Responsibilities:

• Interpret, evaluate, and resolve telephone and ticket-based IT inquiries relating to supported hardware and software applications
• Analyse incidents and determine the appropriate internal team or external vendor for resolution
• Monitor and diagnose end-user issues using helpdesk and network management tools
• Ensure all incidents and requests are logged, tracked, monitored, and resolved in line with agreed service levels
• Provide expertise and resolution for incidents, service requests, and problems to customer satisfaction
• Escalate issues that may cause service disruption or impact SLAs in accordance with procedures
• Monitor and communicate service availability relating to hardware and software
• Support change initiatives, ensuring all change control procedures are followed
• Produce and maintain high-quality documentation in line with agreed standards, policies, and governance
• Contribute ideas and feedback to support continuous service improvement

Skills & Experience Required:

• Experience in an IT helpdesk or service desk environment
• Solid understanding of service desk operations and incident management
• Comfortable working in a highly process-driven environment and following documented procedures
• Ability to work independently and as part of a team
• Strong communication and listening skills
• Good customer service mindset with a professional and approachable manner
• Confident supporting users with general technical issues and internal requests
• Experience working with ticketing systems and internal IT processes

If this is something of interest to you, apply today!