Helpdesk Support

• Location: Wallington, Surrey
• Job Type: Full-time, Entry-level
• £26,000

We are seeking a motivated and enthusiastic Junior Helpdesk Consultant to join our growing team. This entry-level position comes with full training, offering an excellent opportunity for someone looking to begin a career in MIS Support Services.

As a Junior Helpdesk Consultant, you'll be the first point of contact for users requiring assistance with their School’s Management Information System (MIS). You'll gain hands-on experience while developing your skills in a supportive environment, with a clear pathway for progression and increased responsibility over time.

• Answer incoming calls on the helpdesk and accurately log tickets into the Helpdesk Management System.
• Triage incoming queries to determine appropriate next steps, escalating to colleagues where necessary.
• Provide initial responses to new tickets via phone or email, gathering additional information from customers.
• Use the Helpdesk Knowledge Base to support call handling and troubleshooting.
• Create and maintain Knowledge Base articles for recurring or common issues.
• Shadow and assist experienced Helpdesk colleagues to gain practical knowledge and exposure.
• Undertake training and accreditation in Bromcom and Arbor Management Information Systems.
• Perform other duties as required to support the Helpdesk and wider team.

• Excellent verbal and written communication skills.
• Works well as part of a team and supports colleagues.
• Remains calm and effective under pressure.
• Motivated to learn, grow, and take on additional responsibilities.
• Demonstrates initiative and the ability to self-learn.
• (Desirable) Prior experience on a servicedesk or helpdesk.
• (Desirable) Experience working within an educational setting or with schools.
• Ability to learn and work independently on research and resolutions.
• Good understanding and experience of Office 365 (Word & Excel).