IT Helpdesk First Line

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-users.
• 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 BEYONDs 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