1st Line IT Helpdesk Technical Support Consultant

1st Line IT Helpdesk Technical Support Consultant

• Location: Fleet
• Job Type: Full-time

1st Line IT Helpdesk Technical Support Consultant, where you will be the first point of contact for customers, providing rapid response, basic troubleshooting, and exceptional customer interaction. This role is crucial in ensuring that customers feel supported and confident in the systems they are using.

Day-to-day of the role:

• Handle incoming support tickets related to hardware, software, and login issues.
• Perform basic troubleshooting for Windows 11, Office 365, Active Directory, and Azure login issues.
• Assist users with Citrix Workspace access and navigation.
• Address queries about email flow, track & trace messages, monitor quarantined emails, and educate users on phishing awareness.
• Create user accounts, mailboxes, and arrange for the deployment of software through automated or manual means.
• Perform basic network or hardware troubleshooting.
• Log tickets with clear, concise notes, update documentation, and ensure compliance with company processes.

Required Skills & Qualifications:

• Previous experience in a 1st Line Helpdesk role
• Knowledge of Windows 11 and Office 365 basics, Citrix Workspace navigation, and email filtering systems.
• Basic understanding of ITIL principles and Active Directory, Azure Sync basic checks.
• Clear and professional communication skills.
• Ability to empathize with users, manage time effectively, and troubleshoot basic technical issues.
• Multitasking and prioritising skills, adaptability to user needs, ownership of issues, and effective team collaboration.

Benefits:

• 35-hour working week with a hybrid working arrangement.
• 25 days annual leave, increasing by 1 day each year up to a total of 30 days.
• Eligibility for company bonus scheme.
• Opportunities for professional development and training in information security and compliance with ISO 27001 standards.

To apply for the 1st Line Technical Support Consultant position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.