IT Helpdesk 1st Line Support


  • Salary: £20-25,000
  • Location: Chester, North West
  • Contract: Permanent

Working for this local employer of choice, the IT Helpdesk 1st Line Support will provide telephone and remote desk support to all staff. Working in a busy IT Department you will act as the first point of contact for all IT users. You will be responsible for logging all faults, escalating jobs to relevant members of the team and keeping users updated on progress and completion of all incidents, to ensure a first rate customer experience.
This is a genuine opportunity to join one of the area’s most well-established employers and the IT Helpdesk 1st Line Support will be rewarded with 25 days holidays plus Bank holidays, plus an attractive benefits package.
 To apply for the IT Helpdesk 1st Line Support role, you should have previous experience of working within an IT department, ideally within a similar helpdesk environment. The IT Helpdesk 1st Line Support will possess a good understanding of Windows Operating Systems, Active Directory, MS Office and MS Sharepoint. The role is predominantly phone based, so you will have strong customer service and communication skills at all levels. You will be proactive, positive and flexible in your approach as the role will involve prioritising and adapting your daily tasks.
 Key Responsibilities:
·         To carry out IT administration duties including Active Directory maintenance, group membership, folder security and creating new accounts
·         To assist/lead in the configuration of new desktops, laptops and mobile devices
·         To log, respond and action every request for services and report each month to their line manager
·         Maintain IT helpdesk database
·         Identify and recommend improvements to the IT Manager
·         Assist in the project management of all new installations/upgrades, engineering related solutions for various project and operational needs
·         Install new/rebuild existing workstations/servers and configure hardware, peripherals, services, settings, directories, storage etc. in accordance with defined standards and project/operational requirements.
·         Develop and maintain installation and configuration procedures, ensuring that operational documentation for system software is fit for purpose
·         Research and recommend innovative, and where possible, automated approaches for system administration tasks
·         Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs and verifying completion of scheduled jobs such as backups
·         Repair and recover the hardware or software failures. This includes hardware diagnosis and the ability to replace components. If unable to resolve issues coordinate and communicate with impacted users, whilst liaising with 3rd party repairers
·         To deliver end user training to a variety of audiences
·         Occasionally there will be times when working out of hours is required both during the normal working week and also at weekends
·         The role is extremely wide ranging and offers exciting challenges
 Essential Skills:
·         Previous experience of working in an IT Department
·         Exceptional customer service and communication skills
·         Ability to work under pressure and good problem solving skills are essential
·         A good knowledge of a practical IT environment is essential, working with both hardware and software
·         A good understanding of Windows Operating Systems, Active Directory and MS Office and MS Sharepoint is required
·         Ability to quickly understand the needs of the client and to react quickly and accordingly
·         Highly confidential, professional and discrete at all times
·         Works well with others by building positive relationships, working with integrity, being direct and straightforward whilst respecting and considering others
·         Shares knowledge by communicating with focus, simplicity and clarity and is able to differentiate fact from opinion
·         Adapts to change by being able to deal with uncertainty, accepting new ideas and driving & communicating change
·         Applies their expertise and skills by keeping up to date with their specialist knowledge and demonstrating business and financial awareness
 Keywords: Helpdesk, 1st Line, IT, Active Directory, MS Sharepoint
Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies
We are acting on behalf of the client as an Employment Agency in relation to this vacancy
We are an equal opportunities agency and welcome applicants from all backgrounds

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