Job Title: IT Helpdesk Technician (x2 roles)
Contract Type: Fixed Term for 6 months
Location: Either based in Scotland central belt or mid/South of England
Salary: 28 - 34k

Role Summary
Head Resourcing is currently recruiting for an experienced IT Helpdesk Technician to join a small, collaborative team of Service Desk Engineers. This is an exciting opportunity to provide 2nd line technology support to end users across a wide range of software applications and hardware devices. The role is critical to maintaining high customer service standards and ensuring timely and effective issue resolution. A lot of the role will involve travelling to client sites, so a driving license is also essential.

Role Purpose
You will take ownership of IT support services within a designated office location, ensuring that all technology performs reliably and that end users receive efficient and professional support. The role requires strong troubleshooting ability, attention to detail, and a continuous improvement mindset.
In addition to daily operational support, you will contribute to the ongoing development of Service Desk processes and assist in identifying areas for service enhancement.

Key Responsibilities

Act as a key contact for local IT support, working closely with office managers to ensure all technology provisions meet user needs.
Respond to technical queries and support tickets from staff members, either on-site or via remote access tools.
Conduct incident logging, tracking, and documentation of issue resolution.
Troubleshoot and resolve hardware, software, and connectivity issues across a variety of devices and platforms.
Support AV equipment, monitor conditions of comms rooms, and ensure general tidiness and functionality of office IT infrastructure.
Assist in new employee onboarding, ensuring devices are configured and ready for use.
Escalate unresolved incidents to 3rd line support as required, maintaining clear and timely communication throughout.

Knowledge, Skills, and Abilities

Strong customer service focus with excellent communication skills, both in person and remotely.
Proven team player with a collaborative working style.
Solid problem-solving abilities and a methodical approach to troubleshooting.
Experience supporting Windows 11 and Microsoft 365 applications.
Familiarity with Apple iOS devices (iPhones, iPads) and associated mobile technologies.
Good working knowledge of Active Directory (including Azure AD, Endpoint Manager / Intune).
Comfortable with infrastructure support for both on-premise and cloud-based environments.
Understanding of Citrix / Parallels RAS virtual desktop environments.
Exposure to ITIL practices and familiarity with ticketing systems such as Freshservice or Freshdesk is advantageous.

Act as a key contact for local IT support, working closely with office managers to ensure all technology provisions meet user needs.
Respond to technical queries and support tickets from staff members, either on-site or via remote access tools.
Conduct incident logging, tracking, and documentation of issue resolution.
Troubleshoot and resolve hardware, software, and connectivity issues across a variety of devices and platforms.
Support AV equipment, monitor conditions of comms rooms, and ensure general tidiness and functionality of office IT infrastructure.
Assist in new employee onboarding, ensuring devices are configured and ready for use.
Escalate unresolved incidents to 3rd line support as required, maintaining clear and timely communication throughout.

Knowledge, Skills, and Abilities

Strong customer service focus with excellent communication skills, both in person and remotely.
Proven team player with a collaborative working style.
Solid problem-solving abilities and a methodical approach to troubleshooting.
Experience supporting Windows 11 and Microsoft 365 applications.
Familiarity with Apple iOS devices (iPhones, iPads) and associated mobile technologies.
Good working knowledge of Active Directory (including Azure AD, Endpoint Manager / Intune).
Comfortable with infrastructure support for both on-premise and cloud-based environments.
Understanding of Citrix / Parallels RAS virtual desktop environments.
Exposure to ITIL practices and familiarity with ticketing systems such as Freshservice or Freshdesk is advantageous.

Head Resourcing

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