IT Helpdesk Engineer

We are looking for an enthusiastic, customer service-focused individual with previous experience working within the ICT sector, preferably in an IT Helpdesk or IT Delivery role. You will be responsible for taking inbound calls from customers who require technical assistance, triaging and resolving tickets, and escalating where needed. This role will also include attending customer sites when on-site assistance is required.

Please Note: we are required to carry out a DBS check for every open vacancy.

• Reporting to the IT Delivery Team Leader.
• Setup and installation of new workstations and laptop devices.
• Rollout of Flotek security products, MDR, Email Threat Protection, Anti Virus solutions, document and password management applications.
• Assist in large-scale email and data migrations.
• Lead and own smaller-scale email and data migrations.
• Setup and management of print devices and dictation devices.
• Installation of bespoke client applications, e.g. legal case handling software.
• Installation and configuration of LAN networking equipment.
• Setup and install of firewall devices including security features.
• Hands-on technical troubleshooting, resolution of incidents and change requests.
• Creating and maintaining detailed project documentation, including technical specifications and user guides.
• Communicate with partners to ensure regular updates on the project journey.
• Train clients on newly rolled out technologies and applications.

• A 2nd/3rd line ICT background with service desk experience preferred.
• Solid customer service experience with excellent verbal and written communication skills.
• Loves working as part of a team.
• Comfortable using CRMs and documentation solutions.
• Full UK driving licence.

• Respond to user enquiries and provide technical support through various channels such as phone, email, or chat.
• Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
• Investigate and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues.
• Create and maintain detailed records of user requests and reported issues in a ticketing system.
• Prioritise and categorise tickets based on urgency and impact.
• Create documentation and knowledge base articles to assist users in resolving common issues.
• Ensure all open cases are updated with relevant information and customers are regularly updated.
• Provide excellent customer service by communicating effectively and professionally with end-users.
• Attend customer sites to assist with tickets that cannot be resolved remotely.
• Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.