IT helpdesk technician

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.

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.