IT Helpdesk Officer

I am currently seeking a Helpdesk Officer for an Arts Organisation in London. The role is 5 days a week on site and the successful candidate will join a small but essential team that provides support to the IT Users covering all areas of IT.

The Helpdesk is an essential part of the Infrastructure & Operations team. We are currently embarking on a programme of upgrades that will provide opportunities to be involved in the implementation and ongoing support.

Requirements

• Log and respond to incidents and requests from IT service users efficiently and in a timely manner.
• Keep IT service users informed of the progress of their call and on resolution, confirm resolution with the user, and if they agree, close the incident.
• Escalate calls to the appropriate team member as appropriate.
• Be the first point of contact for laptops, printers, telephones, and mobile devices and, where appropriate, liaise with contracted third parties to ensure the successful resolution of any reported requests or incidents.
• Report potential user training needs to the IT line manager where repeated requests for software assistance have been requested. Where qualified and approved, provide basic user training for specific IT services, especially where this aids the resolution of an incident or prevents a future incident from occurring.

Experience

• Able to demonstrate effective organisational skills with the ability to work calmly under pressure, multitask and prioritise.
• Able to effectively work both independently and as part of a team.
• Flexible and helpful attitude. In particular, the ability to empathise with IT Helpdesk customers and respond sensitively to their problems, requests, and complaints.
• Experience working in an IT Helpdesk environment delivering excellent customer service.
• Good IT skills, including knowledge of current desktop operating systems and Microsoft / Google productivity tools.
• Experience in troubleshooting desktop, laptop, MAC, and printer issues.