IT Helpdesk Support Technician
IT Helpdesk Support Technician
Leicester
£24,000- £28,000
An established and growing Wealth Management organisation have an exciting new opportunity available for a Level 1 IT Helpdesk Support Technician to join their growing business.
This is an excellent opportunity for someone with strong customer service skills and a genuine interest in IT support to develop their technical knowledge within a structured helpdesk environment.
You will act as the first point of contact for IT-related queries, providing high-quality, user-focused support and ensuring issues are resolved efficiently or escalated appropriately.
Given the nature of this role, you will need to have previous experience OR Industry related qualifications.
Role Overview
As a Level 1 IT Helpdesk Support Technician, you will provide frontline technical assistance to end users, helping to resolve day-to-day IT issues and ensuring a smooth and positive user experience.
Key Responsibilities
First-Line Technical Support
- Provide first-line IT support via phone, email, chat, and ticketing systems
- Diagnose and resolve basic hardware, software, and network issues
- Assist with password resets, account access and user profile issues
- Set up and configure user devices including laptops, desktops, printers and mobile devices
Incident Management
- Log incidents and service requests accurately within the helpdesk system
- Prioritise and manage tickets in line with service-level targets
- Escalate complex or unresolved issues to Level 2/3 support teams
Software & Hardware Support
- Install, configure and update approved software
- Support Microsoft 365 applications including Outlook, Teams, Word and Excel
- Support common operating systems such as Windows and macOS
- Troubleshoot printers, peripherals and general office equipment
Customer Service
- Deliver friendly, clear and patient support to users of varying technical ability
- Provide timely updates on ticket progress
- Maintain a professional, solution-focused approach at all times
Administration & Documentation
- Maintain accurate troubleshooting notes and documentation
- Assist with new starter onboarding including system access and equipment setup
- Contribute to the ongoing development of IT knowledge base materials
Skills & Experience
Essential
- Strong customer service and communication skills
- Basic understanding of hardware, operating systems and networking fundamentals
- Experience using Microsoft 365 and common business applications
- Methodical approach to troubleshooting with the ability to learn quickly
- Good organisational skills and attention to detail
Desirable
- Previous experience in an IT helpdesk or technical support role
- Knowledge of Active Directory, Exchange and ticketing systems
- Basic understanding of ITIL principles
Qualifications
- GCSEs / A-Levels or equivalent
- IT-related certifications desirable (CompTIA A+, ITF+, Microsoft Certified Fundamentals)
Apply today via NJR Recruitment, quoting the reference NJR16344